- Proactively engage directly with customers via telephone or through written correspondence.
- Ensure the details of each case are thoroughly understood and considered.
- Work with Scheme Partners and managers in the handling of sensitive applications.
- Accurately use data to investigate cases relating to Motability vehicles.
- Ensure detailed case notes are compiled accurately and relevant databases updated and maintained in line with data retention and data protection guidelines.
- Proactively keep customers, colleagues and third parties up-to-date with the progress of cases.
- Manage caseloads effectively and follow through on actions required, in line with performance objectives.
- Investigate all cases thoroughly, understanding the root cause of issues or problems in order to provide the right resolution.
- Operate sound judgement and decision making – ensuring we balance the needs of the customer with the needs of the Scheme.
- Take ownership and responsibility for decisions and actions taken.
- Proactively identify opportunities for continuous improvement – ways in which we can work better for our customers and the Scheme.
- Participate in other projects and initiatives as required.
- Experience in a customer focused environment.
- Experience in investigation and information gathering.
- Excellent verbal communication skills.
- Excellent written communication skills.
- Working knowledge of Microsoft Office i.e. Word, Excel, PowerPoint and Outlook.
- Ability to accurately compose letters and case notes.
- Ability to prioritise own workload from multiple different channels.
- Regular customer contact via the telephone.
- Experience of dealing with customer complaints.
- Case management experience.
- Experience of working with high levels of caseloads and data.
- Experience of using customer databases.
- Knowledge or experience of disability.
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Customer Case Manager - Harlow, United Kingdom - Motability Foundation
Description
Salary: £30,000 to £34,000 per annumLocation: Based at our office in Harlow, Essex. (Full time office based during probation period)Are you someone that wants to make a positive impact to our beneficiaries? This opportunity would suit someone with experience in managing case work or account management whilst providing excellent customer service experience.
What you'll be doing:
About you:
Must haves:
Nice to haves:
Motability Foundation
At Motability Foundation we fund, support, research and innovate so that all disabled people can make the journeys they choose. We oversee the Motability Foundation Scheme and provide grants to help people use it, providing access to transport to hundreds of thousands of people a year.
We award grants to other charities and organisations who provide different types of transport, or work towards making transport accessible. We also carry out ongoing research, in partnership with disabled people and key stakeholders in the industry, to inspire innovations that continue to champion accessible transport for all.
Benefits
WHAT MOTABILITY CAN OFFER YOU
A career with Motability can offer you so much more than earning potential. We pride ourselves in offering some fantastic benefits and a culture to match, some of which includes;
Holiday – 26 Days + 8 Bank Holidays, increasing to 28 days after 5 years' service
Health and Wellbeing – We offer private health care with BUPA alongside an Employee Assistance Programme, eye tests, flu vaccinations, enhanced sick pay and discounted corporate gym membership. We take your physical AND Mental Health seriously, with our dedicated mental health first aiders you will have support and understanding from your colleagues.
Family Friendly – We offer enhanced Parental Leave inclusive of Adoption Pay and we understand that families require flexibility, we provide time off for dependants, flexible working hours and the option to work from home. Life Assurance is 4 x your salary.
Diversity and Inclusion - We value everyone's unique qualities and celebrate having a diverse and inclusive culture where everyone feels safe to be their authentic selves, no matter their age, ethnicity, religion, gender identity, sexual orientation, disability status, neurodiversity or otherwise. This is embedded in to our values and we celebrate our differences and create awareness throughout the year.
Celebrating Success – We love to recognise people that go above and beyond with our Spotlight Award as well as having team celebrations and social events throughout the year.
Our culture - In the Motability office we "dress for our day", it's an incredibly welcoming and inclusive environment where we look to support your career, we offer a mini bus service from Harlow Town centre and station for those using public transport to reach us and there are plenty of free hot beverages for when you arrive.
Pension – Up to 15%, inclusive of a 10% non-contributory addition and Motability matching your contributions up to 5%
How to find out more?
To find out more regarding the vacancy and for the full job description, please contact our Talent Team at:
Here at Motability Foundation, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, regardless of age, gender identity, ethnicity, religion, sexual orientation or disability.
We are a disability confident employer, so please do make us aware of any reasonable adjustments you might need throughout both the recruitment process and to work with us.
We are committed to offering to interview every disabled applicant who meets the minimum criteria for the job. Once you have applied please send us an email stating that you have a disclosed disability and we will offer you an interview.
