Scholarship Programme

Motability Operations Summer Placement Scheme Case Studies

Thelma Azolukwam, (2006 intake)

 I joined the Dealer Contact Centre (DCC) within the Dealer Relations Department as I was interested in the way the company manages its relationship with the network of over 4,400 car dealerships and it gave me the opportunity to have a direct impact on business objectives. I was warmly welcomed by everyone and spoke to the individual team managers who gave me a clearer understanding of their functions and we discussed the avenues in which I could assist. I also agreed my personal development plan for the placement with my mentor. We decided that I would spend time in all three teams within the DCC and then work shadow in another department to gain a broader perspective of the business.

I began the placement by work shadowing a colleague in the Outbound (calls) team. He showed me how the team manages its portfolio of clients (car dealers) to help the dealerships maximise their business potential from the Motability Scheme. I gained a good understanding of client relationship management and negotiation and learnt how to use IT tools to analyse dealer performance to target the right messages to the dealerships. I found the experience very insightful and I´ve taken on board many of the techniques that I saw.

I then spent time with the Training team and attended some courses alongside dealers. I put forward suggestions about how the training might be improved. It was important for me to get some contact with dealers and gain their views on this.

I was delighted to have the opportunity to do some work-shadowing within the Customer Services department. I became aware that the approach needed for working there was quite different from working in the Dealer Contact Centre. After hearing some queries I learnt a lot about the day-to-day experiences of customers and took away some ideas about how departments might work better together and processes could be streamlined.

Since the summer placement I have become a permanent employee within the DCC handling calls from dealers. As well as my day-to-day duties as an advisor I have also become involved in other projects and initiatives, such as looking at our service levels and ways to make improvements, as well as the company-wide Disability Working Group.

This year I had the opportunity to mentor the summer placement within the Dealer Contact Centre, Rikesh. We had regular meetings and we set up his personal development plan for his time within the company.

Rikesh Chauhan, (intake 2007)

It has been a real eye opener for me in terms of seeing a real business world in action and understanding the day-to-day running of an office environment. Also, having a visual impairment has been no disadvantage to me whatsoever as all the help has been there for me without even asking. I have been able to carry out all my tasks just like everyone else - a dream company for someone like me to be somewhere where having a disability doesn't hinder my job.