Motability Operations Reviews | Glassdoor

Motability Operations Reviews

Updated September 24, 2017
38 reviews

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3.4
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Motability Operations Chief Executive Mike Betts
Mike Betts
27 Ratings

38 Employee Reviews

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  1. "Good Pay compared to other call centres"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Motability Operations full-time

    Pros

    Very good pay compared to other call centers
    Long training process which was well structured
    were given a certain amount of autonomy regarding solutions to help customers

    Cons

    Long shifts, would often be working from 10-7 for three or more days in a row, with very short breaks.
    Difficult customer base, and very long queues led to most people in the call center being burnt out.
    Very long probationary period of 6 months.


  2. Helpful (6)

    "Reactive out of date management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Stopped Allowance Advisor in London, England (UK)
    Former Employee - Stopped Allowance Advisor in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Motability Operations full-time (More than 3 years)

    Pros

    Good Benefits
    Ok Salary
    Lovely workers at lower level

    Cons

    Out of date management
    Stale structure
    Reactive management
    Promotions given to those who know the right people not the right skill set
    Work loads increasing and less staff than ever to cope with it
    Company survey results never truly acted on, mentioned that they know it needs sorting but all advice ignored.
    They pin issues on the advisors and account managers rather than taking a closer look at management who have lost touch.
    The managers are very secretive but will disclose information to ones they 'like' and it causes rumours galour as a result.
    No set targets in London yet constantly told we don't hit KPIs that don't exist.
    Managers and coaches absent from the floor on a regular basis.
    Managers in London fail to notice one person on long term sick actually has a drink problem and is using the company to stay off work, this is due to the inexperience of the manager promoted to the role.
    London takes all the flack because Bristol can't cope and then are put down for not coping - sort the problem instead of moving it from one site to another

    Advice to Management

    They need a serious shake up. Stale and out dated views are sinking London and the same with higher manager in Bristol.

    You need new faces with the relevant experience fast, not just those who do the role for an easy life or those who got there from knowing the right people

  3. Helpful (3)

    "London - the management team really needs to wake up"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in London, England (UK)
    Former Employee - Anonymous Employee in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Motability Operations full-time (More than 5 years)

    Pros

    Great benefits and pay
    Great location and office

    Cons

    Poor, inexperienced, secretive, close-minded management

    - out of date approach to managing people
    - you're told you can speak up, but if you do it gets thrown back at you and not taken on board
    - very quick to make assessments of those further down the hierarchy
    - management are constantly in secret meetings, but have zero discretion. they let their favourite members of the team know what's going on which leads to a never ending cycle of rumours and speculation
    - promotions seem to be given to those who brown nose and make friends with the right people over merit (especially true in the London office - candidates with poor customer skills and poor people skills, but close with decision makers get chosen over those with the better qualifications and experience for the role)

    Understaffed

    - teams seem to get smaller and smaller, but workload only ever increases
    - team members are always off sick with stress (and management are surprised by this and have no tools or insight on how to manage team members with mental health issues)
    - constant revolving door of staff due to poor training, support and management
    - a culture survey is taken each year and if the results are negative then a restructure happens and people are made redundant (probably to rid themselves of anyone with an opinion)

    Severe lack of foresight

    - decisions are always made reactively and poorly carried out
    - too reliant on stats over a more human approach

    Cult-like atmosphere

    - your personality gets picked apart in 121s and by coaches
    - perception is everything at this place - leads to people walking around in a manic-like state with fake smiles, yet apologising for everything they say or do

    Poor training

    - you get told that there's tons of support, but it only helps if you fit the mould
    - the 'trinity model' used here doesn't work for everyone and if it doesn't work for you the management/coaches/training staff are clueless in how to help you develop

    Lack of opportunity

    - flat, stale structure - everyone is always on some kind of secondment which means no one ever feels secure in their role

    Advice to Management

    I understand this review is very negative, but it's not until you leave and work somewhere else that you realise how ridiculous this place is.

    Middle management hasn't changed here for the last 10 years and they've run out of ideas. They are so short sighted in their goals and they cannot see any fault in the way departments are being run. The results of the culture survey for Customer Services have been getting worse and worse each year, yet the management team doesn't seem to change. Instead, the lower ranks are always facing restructures and redundancy which seems to be a tactic to rid the company of those willing to speak up and ask for change.

    New, fresh faces WITH EXPERIENCE would energise morale and motivation, but this will never happen as they seem unable to embrace change.


  4. Helpful (4)

    "Stepford wives"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Bristol, England (UK)
    Former Employee - Anonymous Employee in Bristol, England (UK)
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Motability Operations full-time

    Pros

    Good canteen, nice offices, non management staff are nice.

    Cons

    Fifty percent of customers abuse the scheme which MO are aware of but do not mind as it props up high salaries and Xmas bonus, frosty 95% female management, coaches want you to be a patronising clone to customers, mistakes in pay which you have to prove yourself, unreasonable standards, clique culture, staff find it difficult to be themselves be it on the phone or even having a laugh in canteen in case you say something that breaks the mould, had overheard managers and coaches making fun of past and existing employees behind their back, high staff turn over, awful parking.

    Advice to Management

    The staff turn over could be improved greatly by using more of the training time to teach the clone like call behaviour you so desire. Monitor team leaders behaviour much closer. Be as friendly and willing to help employees as you are to customers. Longer probation period by a month as one month of probation is in the class room.


  5. Helpful (2)

    "Perception - A word they loved to use"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Motability Operations full-time

    Pros

    Fantastic group of people till you reach management

    Cons

    The loved to use their " core value" as a carrot to force you to act in way they wanted. (Didnt matter if you were good at your job. No core value points then no bonus). They are not interested in what you can to but how you are perceived.


  6. "Great Place to Work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in London, England (UK)
    Current Employee - Anonymous Employee in London, England (UK)
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Motability Operations full-time

    Pros

    Fabulous offices, decent salary, great benefits and a really nice bunch of people to work with

    Cons

    Very flat structure means career opportunities are limited


  7. "Great customer focused company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Account Manager in London, England (UK)
    Former Employee - Account Manager in London, England (UK)
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Motability Operations full-time (More than 8 years)

    Pros

    Great benefits (e.g. pension, medical aid, cycle to work, etc), above average salary and holidays,

    Cons

    Some positions have few chances of progression, some repetition.

    Advice to Management

    Keep listening to your employees.

  8. Helpful (3)

    "The world of fluff"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Office Joe in Bristol, England (UK)
    Current Employee - Office Joe in Bristol, England (UK)
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at Motability Operations full-time (More than 10 years)

    Pros

    salary, benefits, holiday are good

    Cons

    It sucks the life out of you. Working life is dominated by trying to please the coaching team who want an army of happy smiling clones that dont think for themselves.
    Management want more and more from less & less staff
    They only get outstanding customer service by giving a customer whatever they want without question even if it is deliberate abuse/misuse. They are too scared to say no to anyone.
    Parking is a nightmare at the Bristol site
    AC is rubbish, typically cycles between unbearably hot & freezing cold several times a day
    No job security, whole teams disappear because of a "strategic review" leading to more pressure on those that are left to deal with their tasks
    The new Alfa IT system just installed is absolutely awful. So illogical & long winded to do even simple tasks
    There is career progression if you are prepared to kiss a lot of ###, otherwise forget it

    Advice to Management

    Try & get some staff in to do some work & take pressure off the existing overworked staff


  9. Helpful (5)

    "Corporate machine"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Bristol, England (UK)
    Former Employee - Anonymous Employee in Bristol, England (UK)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Motability Operations full-time (More than 3 years)

    Pros

    Reasonable wage
    Good transport links nearby

    Cons

    Extreme culture - 'do not break the mould' attitude
    Power-hungry management
    Faux-friendly brainwashed environment
    Holiday never available


  10. Helpful (1)

    "Amazing Customer Focus with a strong culture"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Bristol, England (UK)
    Current Employee - Anonymous Employee in Bristol, England (UK)
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Motability Operations full-time (More than 5 years)

    Pros

    - Amazing Culture
    - Good Remunerations
    - Supportive
    - Lovely environment to work in
    -Good Staff restaurant
    - Strong on customer, putting them at the heart of what we do

    Cons

    - Parking
    - Distance from amenities

    Advice to Management

    Keep doing what you do. To have a strong focus on your staff and still aim to offer the best customer service makes Motability a unique place to work


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