Dealer Partner Internal Advisor; FTC​/Secondment

About the Role

Motability Operations is currently recruiting for a Dealer Partner Internal Advisor to join our team in Bristol on a 12‑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 practices 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 practices 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.

• 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.

• An understanding of how dealers and dealer group’s function.
• You must be able to demonstrate an understanding of how to build great relationships.
• A proven history of achieving inbound KPI’s.
• Strong communication skills.
• Good commercial awareness and sound business judgement.