VRM Sales Support Specialist

Motability Operations are currently recruiting for a VRM Sales Support Specialist to join our team in Bristol on a full‑time, permanent basis. The VRM Sales Support Specialist plays a critical role in Customer Development by providing high‑quality, first‑point resolution for dealer administrative and support queries. The role underpins the performance of the proactive outbound sales teams by ensuring administrative processes are managed efficiently, accurately, and within agreed service levels.

• Inbound Customer Support:
  Handle inbound dealer calls and enquiries via phone, email and chat, ensuring professional, accurate, and efficient service delivery.
• First Call Resolution:
  Strive to resolve queries on the first contact, minimising referrals and ensuring the best possible experience for the customer.
• Sales Awareness:
  Identify and act on opportunities to promote MFL and encourage dealer engagement in line with business goals.
• Administrative Tasks:
  Support the Customer Development function through administrative duties, reporting, and maintaining data accuracy.
• Collaboration:
  
  Work closely with teams across VRM and the wider business to ensure consistent communication and service.
• Multi‑Skilled Support:
  Balance inbound call management with non‑sales administrative tasks and reporting requirements.
• Customer
  
  Experience:
  
  Represent VRM with professionalism and enthusiasm, delivering a service that builds trust and long‑term relationships with our dealer base.
• Performance Delivery:
  Achieve agreed KPI targets, including inbound telephony metrics, productivity, quality, and customer experience measures in line with the VRM Quality Framework.
• Process Improvement:
  Contribute ideas and feedback to improve workflows, processes, and customer satisfaction.

You are a confident and customer‑focused communicator who thrives in a fast‑paced environment. You take pride in delivering high‑quality service and have a natural ability to build rapport quickly and professionally. You are curious, proactive, and take ownership of resolving customer issues at the first point of contact.

You enjoy being part of a collaborative team, supporting colleagues, and finding ways to improve both the customer experience and operational efficiency. You’re also comfortable managing administrative tasks with precision and are confident using digital systems and data tools to support your work.

Above all, you’re motivated by creating positive outcomes for customers and helping to maintain VRM’s reputation as the market leader in wholesale used vehicle remarketing.

• Experience in a customer service, inbound support, and administrative operations environment.
• Strong communication skills and a passion for delivering excellent customer service.
• Ability to handle multiple queries, manage time effectively, and remain calm under pressure.
• Good working knowledge of Microsoft Office and confidence using CRM or telephony systems (Salesforce and Genesys Cloud experience advantageous).
• Strong problem‑solving skills with the ability to make sound judgments and decisions.
• A proactive, flexible, and team‑oriented approach.

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 new cars sold, 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…