Job Details

This is a highly engaging role where you will be responsible for managing complex customer cases that involve potential misuse of scheme vehicles. Using data from our in vehicle trackers, you will investigate discrepancies such as mismatched home or work addresses, and guide customers through the resolution process with fairness, empathy, and professionalism.

You will also play a key role in supporting customers with Connected Insurance and contribute to protecting the integrity of the scheme. As our use of telematics continues to expand, there may be opportunities to work with further data and contribute to the future development of this area.

• Review customer applications that cannot progress due to falling outside of scheme rules or policies.
• Analyse vehicle location tracker data to identify potential misuse.
• Investigate and manage cases with flagged location discrepancies (for example declared versus tracked addresses).
• Conduct sensitive and sometimes challenging conversations with customers, including objection handling.
• Support customers with the onboarding and pairing process for the 'Drive Safe with Motability' app.
• Manage in life tracker case reviews and determine appropriate next steps.
• Work on cases where ongoing driving behaviour may result in removal from the scheme.
• Help shape the future of telematics case management as the scheme evolves.

For the full job description, including the keys areas of responsibilities and accountabilities, please click the 'apply now' button.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. We operate hybrid working across the organisation where we split our time between working onsite at our offices, and at home, remotely within the United Kingdom. It allows us to have the flexibility to work remotely up to two days per week whilst also using the great office spaces we have available.

• Proven experience in delivering high quality customer service.
• Strong communication skills with the confidence to manage priorities and handle a varied workload effectively.
• Background of objection handling challenging telephone conversations.
• Ability to analyse data to support decision making.

For the full person specification, please click the 'apply now' button.

Disclaimer: We will be interviewing for this role as suitable applications are received and may close this role before the closing date upon a successful candidate being appointed.