VRM Management Specialist

About The Role

Motability Operations is currently recruiting for a Condition Management Specialist to join our team in Bristol on a full‑time, permanent basis. You’ll have the exciting opportunity to work in a busy condition management team ensuring that all claims are assessed accurately and professionally in line with our mfl Direct condition standards.

You will communicate outcomes/resolutions in a universal terminology and support the Customer Development Team in delivering the recommendations within the agreed KPI’s. Taking ownership, assess and recommend resolutions of all claims to reach a satisfactory resolution for our customers.

You will develop strong relationships with the Customer Development Team and other departments collating all relevant information on each case including:

• Sourcing Proof of Delivery documents
• Working with our refurb partners using an online portal
• Providing details on the exact nature of the claim
• Checking vehicle condition reports
• Communicating complex resolution proposals in simple to understand language, both verbally and written
• Maintaining KPIs for claims worked per day to enable us to achieve the team turnaround KPIs
• Highlight any incorrectly completed MOT Vehicle Condition Reports or Hand back vehicle condition reports
• Highlight any vehicles that may have been damaged either in transit, or from our refurb partner and follow up to point of resolution
• Provide support and attend dealer educational visits where needed

• Able to make decisions on a claim by using sound vehicle repair knowledge and experience supported by a good understanding of the motor industry and the commercial impact
• Proactively understands root causes of issues and works to reduce them
• Has the customer at the forefront of every action and considers the impact on the customer when making decisions
• Challenges procedures to ensure an outstanding customer service experience
• Demonstrates understanding of the needs of external and internal customers
• Contributes to the team and understands own role within the department and how the role impacts others
• Shares knowledge & educates
• Proactively supports and interacts with other areas of the business
• Offers suggestions for streamlining processes
• Ability to work under pressure and solve issues in a logical manner and use own initiative
• Ensure the most cost‑effective resolution is reached
• Takes full ownership of all challenges
• Time management skills
• Planning and organisation skills
• Confidence to explain rationale around any decision making

• Knowledge of mechanical or vehicle body repair, with enthusiasm for learning and developing new skills
• Genuine interest in vehicles and a broad understanding of the automotive sector
• Experience working in a customer‑focused environment, engaging with people in person, over the phone, and via email
• Experience of delivering results in a pressurised environment, target driven and focused
• Good relevant PC & administrative skills, e.g.:
  Microsoft, Excel, Microsoft Word and Outlook.
• Strong attention to detail

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry‑free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher‑rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair‑accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included.

We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions, We drive change, We care.

• An annual discretionary bonus
• 15% non‑contributory pension (9% during probation period)
• Life…