Grants Enquiry Advisor

Salary: 27686 per annum

Location: Our office in Harlow Essex.

Start date: 25th August

Job closing date: 15th July

Working hours - Full time shift patterns

Week 1 - 08.00 - 16.30
Week 2 - 09.30 - 18.00

Do you have a passion for delivering excellent customer service and thrive in helping and supporting others If yes please get in touch!

You will be working in our growing contact centre responsible for answering calls and resolving contact from our beneficiaries. Taking ownership for delivering a high quality customer service. Youll be working within an exciting and fast paced customer service environment dealing with a wide range of enquiries regarding Grant making and our charitable activities. This is a fantastic opportunity to make an impact on the lives of disabled people.

About you:

Must haves:

• Experience in a contact centre environment.
• A resilient nature with experience in resolving challenges with demanding customers.
• Experience in investigation and information gathering.
• Excellent verbal and written communication skills.
• Working knowledge of Microsoft Office i.e. Word Excel PowerPoint and Outlook.
• Ability to accurately compose letters and case notes.
• Experience of using customer databases (CRM).
  

Nice to haves:

• Experience of dealing with front line customer complaints.
• Case management experience.
• Experience of working with digital channels such as web chat and email.
• Knowledge or lived experience of disability in either personal or professional life.

What youll be doing:

• Act as the first point of contact for beneficiaries dealing effectively with requests answering queries and taking responsibility for processing each enquiry through to a satisfactory conclusion.
• Work collaboratively with internal departments to ensure the beneficiary experience is at the highest level.
• To contact beneficiaries in accordance with agreed procedures.
• Deliver excellent telephone communication following our GET principles (Get me Get the plot Get it done and Get in control)
• Ensure case notes are compiled accurately and relevant databases are updated and maintained in line with data retention and data protection guidelines.
• Ensure beneficiaries are fully appraised of next steps and understand resolution proposed.
• Manage beneficiary interactions effectively and follow through on actions required in line with performance objectives.
• Investigate all contact from beneficiaries thoroughly understanding the root cause of issues or problems in order to provide the right resolution.

About us

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.

The role is based In Harlow Essex at Motabilitys offices easily commutable from London 30 minutes from Liverpool Street station or 18 minutes from Tottenham Hale station.

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 everyones 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 its 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.