Account Specialist - Vrm (6-Month Secondment/Ftc)

Description Motability Operations are currently recruiting for an Account Specialist to join our team in Bristol on a 6-month secondment/FTC to cover a period of maternity leave.
There are two core focuses to this role.
Firstly, and most importantly, is to proactively own the performance and engagement of a portfolio of circa 160 purchasing trade customers buying used ex Motability cars from mfldirect, our online sales platform.
Seeking to find sales growth wherever possible.
This is primarily phone based however we encourage interaction on Microsoft Teams meetings as often as possible.
Secondly to answer an inbound general enquiries phone line for mfldirect.
This will be about a range of enquiries, but all from our registered trade customers with enquiries relating to the vehicles they have bought, or wish to buy from mfldirect.
Alongside the customer interaction element of the role, there is an admin component to the role.
For example updating customer records after interactions.
There is also database management work required as and when data feeds are supplied from your customers updating their details in their online account.
There will be a substantial amount of email-based work, as a lot of your engaged and regular customers will often prefer to be contacted by email.
This is an account management role, and so in essence a sales-based role.
Therefore you can expect to be managed against a number of clear quantitative KPIs such as your sales volumes and the amount of customers you have who have bought in the last 30 days.
You will also have productivity targets such as how many calls you make and receive in a day.
You can expect to need to do some good customer negotiations.
Around 30% of the cars we sell on mfldirect arrive with some damage on them that the customer can raise a damage claim against to recover costs.
The decision on how much we will offer is done by a different team, however the customer has a right to contest this, and it is your job to try and negotiate this to a mutually agreeable commercial outcome.
Qualifications You must be prepared to work to challenging targets based around sales growth and will be accountable for productivity stats & meeting project deadlines You must have the tenacity to challenge customers and be proactive in finding ways to develop engagement in your customer portfolio You need to show that you can be persuasive and influential, especially with your customer portfolio.
You love talking to people, being constantly challenged, working as part of an experienced team, and finding ways to overcome barriers and objections.
You have experience of a phone-based sales role ideally (but not essentially) managing a portfolio of customers.
You will be keen to meet customers face to face digitally, to maximise engagement and understanding.
You will need to be organised, determined, and resilient.
You will have the desire to show you can have a positive impact on customer portfolio performance.
You'll have a good understanding of how to organise and structure your day, without having a rigid structure already made for you.
You should also have a very good understanding of how to communicate very clearly with customers over the phone and be able to deliver a difficult message.
Minimum criteria: Previous experience in a B2B Account Management role, or B2B sales role Strong written and verbal communication skills Proficient Microsoft Office Skills Ability to structure and manage your own day Benefits 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 We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK.
We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers.
It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect: An annual discretionary bonus 15% non-contributory pension (9% non-contributory pension during probation period) Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help Employee Discount Scheme with a huge number of retailers and an app to save on the go Discounted Electric/Hybrid Car Salary Sacrifice Scheme Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site) As well as financial benefits, our staff's health and well-being are very important to us, so we also offer: 28 days annual leave with option to purchase and sell days Funded Private Medical Insurance cover Critical illness insurance Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP Funded health screening for over 50s 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations Access to Prayer room and quiet spaces whilst working in the office We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include; Dental Insurance Health and cancer screenings for you and your partner Discounted gym memberships Charitable giving At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply.
We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access.
With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist.
Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.
ADZN1_UKTJ