Customer Service Apprenticeship

About The Role

Motability Operations Ltd is recruiting a Customer Service Apprentice to join our team on a full time basis in Bristol.

During this 15 month apprenticeship, you will gain hands on experience, develop new skills and contribute to a range of customer focused teams. This role is full time and office based.

You will start your apprenticeship in our Vehicle Licensing and Documentation team. Here you will learn about licensing all Motability Scheme vehicles, including registration, taxation and administration processes, alongside the end of contract dispatch process. This is a manual and process driven role.

You will then move to our Application Support team. Here you will support the application process and help manage the return of vehicles at the end of contract. This is where you will begin taking calls.

You will spend three to four months in each team to understand how they positively impact the customer and dealer journey. These teams support the business Monday to Friday from 8am to 5pm.

During this stage of your apprenticeship, you will:

• Make and receive telephone calls. Training will be provided
• Manage vehicle documentation before and after agreements
• Process manual dispatch within the vehicle documentation team
• Manage vehicles that have not been returned on time
• Support the correction of customer agreements

Once you have completed these placements, you will move into our Application Experience Team, working 9am to 5pm.

As part of our Customer Services department, you will support the application process for both car dealers and Motability Scheme customers. You will help deliver an excellent end to end service for our customers.

During this stage, you will:

• Take calls from customers and dealers
• Guide first time customers through the application process
• Support existing customers back onto the Scheme
• Develop strong customer service skills
• Receive one to one coaching each month to support your development

You will build both personal and professional skills throughout this apprenticeship, giving you the opportunity to thrive in a customer service role.

Alongside your role, you will enrol onto Customer Service Level 2 with SGS College. You will spend 20% of your working time on off the job learning.

We are looking for someone who is ready to learn and build their confidence in a customer service role.

In this apprenticeship, you will:

• Speak to customers and dealers on the phone, with full training and support
• Work with detailed information and make sure it is recorded accurately
• Learn how to manage your workload with support from your team

You do not need previous experience. We will provide training, coaching and regular feedback to help you develop. If you are motivated, open to learning and willing to ask questions, we will support you to succeed.

You will need all of the following:

• Maths and English GCSE at grade four or above, or equivalent
• Either A levels, BTEC or experience working with customers
• Basic computer skills
• Right to work in the UK

1) Application and CV (From 23rd February):

2) Video assessment (From 10th March):

• If you progress to our video assessment, you will answer questions via video response.
• You will have thinking time and response time for each question.
• Additional resources will be provided to support you with this stage.
• You are given 6 days to complete your video assessment from when you receive your invitation.

3) Assessment centre:

Offer:

If you are successful, we will offer you a place on our customer service apprenticeship programme. The…