VRM Sales Support Specialist (Part-time FTC/secondment until March 2027) - #195906

About The Role

Motability Operations are currently recruiting for a VRM Sales Support Specialist to join our team in Bristol on a part-time FTC/secondment, working 21-hours per week, until March 2027. 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.

Working closely with the wider Customer Development function and key teams across VRM, the Sales Support Specialist ensures dealer queries are resolved quickly and effectively, supporting a consistent and positive dealer experience. Through strong collaboration, process discipline, and service focus, the role enables sales teams to concentrate on growth activity while maintaining high standards of operational delivery and customer satisfaction.

Responsibilities

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.

This role is based on 21-hours and we are happy to discuss the most suitable working pattern for you at interview.

About You

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.

Minimum Criteria

• 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.
  
  

About The Company

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.