ABOUT YOU

• You will have a good knowledge of dealers, and how they operate alongside a keen interest in the automotive industry generally
• Delivering excellent service should be the foundation of your experience as well as being comfortable working in an environment where processes can change quickly
• You will have a positive approach to change and be able to flex and adapt to fast moving and evolving ways of working
• You have strong organisational skills and the ability to motivate people to deliver to the very best of their ability
• You are a truly excellent B2B communicator who can build effective working relationships with internal and external stakeholders, at all levels
• Able to work independently and effectively as part of a team
• Are confident in improving customer experience through dealer complaint resolution
• Can engage dealerships with the commercial opportunity of the Motability scheme
• You can deliver difficult messages whilst explaining rationale and retaining engagement
• You understand the digital future of the scheme for both our dealers and customers.

Motability Operations are currently recruiting for 2x Dealer Partner Internal Advisor to join our team in Bristol on a 6-month FTC/Secondment. You will be part of a team that provides dedicated dealer support to drive dealer performance and compliance that fundamentally improves the customer experience within dealerships.

This role will involve:

• A high energy role where you will interact with our car and PWS dealer network in an inbound, digital (Messenger/ Teams and Zoom) and an outbound capacity. You will bring your dealer knowledge to these calls looking to understand the root cause of the issue and challenging poor behaviour
• A direct line of support for all the dealerships (circa 4700), and all groups outside of the top 100
• To support the dealer partner managers (DPM’s) with their dealership support requests and to be a supporting mechanism in their Top 100 group activity
• Improve the customer experience through high level complaint resolution, customer not present (CNP) and backdating processes
• Be able to support dealer groups through marketing best practises and use of the dealer marketing portal
• To keep up to date dealer data and find a dealer (FAD)
• To support the prompt response to poor experience customer reviews
• Promoting best practises within the business and the dealer network services – highlighting challenges and solutions
• Administrative tasks are completed within agreed SLAs, and with a good understanding of dealer impact
• To act as dealership experts for the business, resolving complaints and logistics issues with dealerships with a clear focus on achieving positive outcomes for customers and MO whilst retaining engagement