Grants Enquiry Advisor

Do you want to build a meaningful career helping disabled people access the support they need? If yes, we would love to hear from you!

Salary: £26,000 to £28,000 per annum

Hours: 37.5 hours per week, working a mixture of early and late shifts (Week 1 - 08:00-16:30, Week 2, 09:30-18:00)

Initially fully office-based until the completion of probation and training period.

Reports to: Team Manager

Location: Harlow, Essex. Easily commutable from London Liverpool Street or Tottenham Hale Station. We offer a free minibus service to/from Harlow Town Train Station as well as free parking and EV charging on site.

About the role:

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. You’ll 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.

What you will 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 with internal departments to ensure the beneficiary experience is at the highest level.
• To contact beneficiaries in accordance with agreed procedures.
• To continuously improve the service we offer by providing feedback on trends and improving own approach based on beneficiary feedback and call monitoring.
• Deliver excellent telephone communication by 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 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.

Your experience:

Must haves:

• Experience in a contact centre environment.
• 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.

If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience, we'd still encourage you to apply.

Benefits

Who are we?

We are building a future where all disabled people have the transport options to make the journeys they choose.

We fund, support, research and innovate so that all disabled people can make the journeys they choose. We oversee the Motability 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 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.

Why choose us?

We want working for the Motability Foundation to be the best career move you’ve ever made. When you join the Motability Foundation you will join a group of people who are supportive, innovative and motivated to improve the lives of our beneficiaries.

We value everyone’s unique qualities and celebrate having a diverse, equitable and inclusive culture where everyone feels safe to be their authentic selves. This is embedded into our values, Collaborative, Respectful and Evolving.

We bring our people together through our People Forum, Equity, Diversity and Inclusion Forum, Social Squad and our Wellbeing Champions and our employee Spotlight Awards help us recognise the excellence and dedication of our staff.

We are proud to be recognised as Disability Confident Leader, have attained Platinum Level Award for Investors in People and are members of the Business Disability Forum.

A career with Motability Foundation can offer you so much more than earning potential, we pride ourselves in offering some fantastic benefits. Some of these include:

• 26 days annual leave, plus the option to buy/ sell up to five days.
• One wellbeing day for extra flexibility.
• Pension scheme - Up to 20%, including a 10% non-contributory contribution and matched contributions up to 5%.
• Life Assurance of four times your salary.
• Private healthcare through BUPA for you and your family, along with a Medicash Health Plan.
• Employee assistance programme: GP appointments, eye tests, flu vaccinations, sick pay and free gym and yoga sessions.
• Enhanced Parental Leave, including Adoption Pay.
• Free parking, EV charge points and a minibus service to/from the town centre and train station.
• Fresh fruit, breakfast snacks, and a Dress for Your Day dress code.
• Learning and development opportunities to help you grow.

Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We actively encourage applications from people of all backgrounds and cultures, and we aim to be an employer of choice for candidates with disabilities.

As a Disability Confident Leader, we have committed to ensuring that disabled people and those with long term health conditions have the opportunities to fulfil their potential. We want to ensure everyone has the opportunity to perform their best when interviewing and when working with us, so if you require any reasonable adjustments that would make you more comfortable, please let us know so that we can do our best to support you.

To help us create an inclusive workplace we are committed to offering to interview every disabled applicant who meets the minimum criteria for the job. Some of our roles attract a high volume of applications and in some circumstances, we may need to limit the number of interviews offered to disabled and non-disabled candidates.