FOR DEALER USE ONLY Online Resource YOUR TRAINING GUIDE. Version 3.0
2 Your Training Guide Contents 1. Introduction p5 Overview 6 Training standards 7 2. Partner Training Centre p9 Getting set up 10 Logging onto the system 10 Homepage 11 3. Completing your training p13 What s covered in your training 14 When to book your training 15 Choosing the right training 15 Payment options 16 Your training plan 17 E-learning 18 Classroom training 18 Completing your training 19 Paying by direct debit 22 Paying by credit/debit card 23 Starting your e-learning 24 Invoices 27 Cancellations and amendments 29 Completed training 31 Tracking your training performance 31
Contents 3 4. Training Coordinators p33 Training Coordinators 34 5. Troubleshooting p35 Forgotten password or username 36 6. Supporting you p37 Additional support 39 You can view Partner Training Guide FAQs at motabilitydealer.co.uk
4 Your Training Guide
Contents 5 1. INTRODUCTION Overview 6 Training standards 7
6 Your Training Guide Introduction Motability Operations Ltd exists to provide worry-free mobility for all customers who choose to join the Scheme. To do this we work in partnership with you to provide our mutual customers with the service and support they need throughout their lease. Motability training ensures that you have detailed knowledge of the processes and systems required to manage a customer from application through to renewal. More importantly, it gives you the confidence to deal with disabled customers and handle their questions effectively. Overview This guide aims to provide you with all the information you need to access and use the Partner Training Centre, become a fully trained Motability Specialist and provide your customers with the best level of support and service.
Introduction 7 Training standards Motability Specialist training provides the skills and knowledge to help ensure customer needs are met, and means you always know what you re doing at every stage of the process. Our training standards require you have a minimum of: Two or more trained Sales Specialists. Two or more Aftersales Specialists. At least one Sales and one Aftersales Specialist available whenever your dealership is open. We highly recommend you train more specialists than are required to meet our standards to help provide continuous coverage within your dealership and a comprehensive understanding of the Scheme. Being compliant We re regulated by the Financial Conduct Authority (FCA), and only trained Sales and Aftersales Specialists are permitted to deal with Motability Scheme customers. In addition to the 20% training adjustment, dealerships who fail to meet our training standards will not be able to supply Motability Scheme cars until our training standards have been met. Getting trained Our Specialist training is 110 + VAT and is valid for 25 months from the classroom training date. After 25 months, you ll need to complete a refresher training course to get back up-to-date and maintain your training standards. You can check your dealer dashboard to find out when your training expires. If we re unable to successfully collect your training fee from a direct debit, you will need to make payment by credit or debit card or we ll deduct it from your next MDP quarterly payment.
8 Your Training Guide To meet our training standards and protect your MDP reward, you must: Complete and pass your e-learning modules before you attend classroom training. Attend the classroom training it is not sufficient to only book on to a classroom session. MDP training adjustment: -20% Your dealership must be fully compliant with our MDP training standards one week before the end of the quarter. If you fail to meet our training standards, your MDP rewards for the quarter will be adjusted by 20% and your ability to supply cars will be suspended. We reserve the right to withhold MDP payments for dealers who fail to meet training standards for two or more quarters. Unfortunately, if you continue to fall short of training standards for more than 12 months, you will lose your entitlement to any MDP rewards previously withheld.
9 2. PARTNER TRAINING CENTRE Getting set up 10 Logging onto the system 10 Homepage 11
10 Your Training Guide Getting set up To become a fully trained Motability Specialist, our Partner Training Centre enables you to: View available training locations and dates. Select and pay for training. Access and complete bite-sized online e-learning modules. Book your classroom training. Track your training progress. Provide feedback on our training programmes. Download and print your certificate. Re-visit online modules, and a range of other resources to keep your knowledge up-to-date and maintain confidence in supplying Motability Scheme vehicles. Obtain a copy of your dealer training invoice. Logging onto the system To access the Partner Training Centre, go to motabilitydealer.co.uk, select Cars then Dealerships then Training and finally Book training or login to the Partner Training Centre. Your Partner Training Centre login details are the same as your Online Application login details. If you have any issues logging in, please refer to Your Getting Started Guide.
Partner Training Centre 11 Homepage Access your training plan: Once you have paid for your training, you can access your e-learning modules and, once completed, book your classroom training day here. Your Profile: Click here for your account details and to save any specific requirements we need to be aware off for the classroom training days. Pay for training here: Click here to register and pay for training relevant to your role. My progress: Track your progress here using this at a glance tool. Videos: Watch short videos to support your learning. These feature both customers and subject matter experts from Motability Operations Ltd covering a range of useful topics including how to maximise your MDP rewards. View classroom training days: View dates and locations of upcoming classroom training with current availability. Direct debit mandate: This gives you an at a glance view of your direct debit status. Useful links: View your invoices, FAQs, dealer guides and other resources here. Extra tools and support: Here you will find free VCD training for your Service Technicians. Dealer Training Coordinators You will have additional functions on the homepage. Please see the Training Coordinator section on how to apply for the role.
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13 3. COMPLETING YOUR TRAINING What s covered in your training 14 When to book your training 15 Choosing the right training 15 Payment options 16 Your training plan 17 E-learning 18 Classroom training 18 Completing your training 19 Paying by direct debit 22 Paying by credit/debit card 23 Starting your e-learning 24 Invoices 27 Cancellations and amendments 29 Completed training 31 Tracking your training performance 31
14 Your Training Guide What s covered in your training? Motability dealer training is made up of e-learning modules, a short online assessment followed by a day s classroom session and a short survey to tell us how you found the training. The online modules cover our processes, which enable you to manage a customer from application through to renewal, and gives you the opportunity to practise using our Online Applications system in a test environment. The one-day training session provides you with the knowledge and skill to deal confidently with Motability customers including guidance on disability confidence, customer service and best practise. For vehicle technicians who complete the Vehicle Condition Description (VCD), we provide a standalone free VCD e-learning module. If you select a Sales or Aftersales training, this module is included as part of the content. New to Scheme 110 + VAT This training is for Specialists who are new to Motability or whose training has expired for more than 12 months. The training will provide you with a good understanding of: Scheme suitability and customer eligibility, including Personal Independence Payments (PIP). FCA principles and treating customers fairly. Managing the application and supplying a Motability Scheme vehicle to your customer. Using Motability Operations Ltd systems to manage the servicing and repair of a customer s vehicle. Managing the renewal of a customer s lease at the end of contract. Managing the collection and handback of a customer s vehicle. The Motability Scheme. The Motability Dealer and Converter Partnership (MDP/MCP). Being disability confident with Motability Scheme customers. Refresher 110 + VAT All trained Motability Specialists must complete relevant refresher training every 25 months following New to Scheme training. The Scheme and MDP/MCP continues to evolve and your refresher training will ensure that your knowledge is up to date, you understand the latest best practice and help you maximise your MDP rewards.
Completing your training 15 When to book your training Only trained Motability Specialists are permitted to deal with, and submit an application on behalf of a Motability Scheme customer using the Online Application System. We recommend you complete and pass New to Scheme training as soon as possible after joining your dealership. This will ensure that you are confident in using our systems and processes to manage your Motability customers. Refresher training must be completed and passed every 25 months and all training must be completed and passed one week before the end of quarter. We recommend that you book your training as soon as possible within the quarter your training expires to make sure you get a place at your preferred venue. Choosing the right training The Sales, Aftersales and Converter training is made up of bite-sized e-learning modules, followed by classroom training all of which are tailored to your role. There are a range of Motability Specialist day sessions from which you will need to select the one relevant to your role and Motability Scheme experience.
16 Your Training Guide Payment options You can pay for training in the following ways: Direct Debit with Go Cardless If you already have a Direct Debit set up, you can use this to pay for training for yourself, and delegates in your dealership if you are a Training Coordinator. Please visit motabilitydealer.co.uk for full details on how to set up a Direct Debit, as it can take 5 working days if your dealership does not have one set up already. You will need to wait 3 5 working days for the Direct Debit to be set up and payment cleared before you can book classroom training. If you need to book classroom training quickly, we recommend you pay by card as payment will be instant and you won t have to wait for a Direct Debit to be set up. Debit/credit card with WorldPay Once you have paid, you can see a copy of your invoice by clicking the Useful Links and the Invoice link on your homepage.
Completing your training 17 Your training plan Once you have paid for your training, you can access your training plan by clicking the title of the training you have paid for. You will then see the screen below where you can access your e-learning modules and once completed, book onto classroom training. How it works As you finish each module you will unlock the next stage and be able to complete each step of your training. This screen will also show you the progress and completion status of each step.
18 Your Training Guide E-learning The interactive e-learning modules take you step-by-step through the customer s journey from application to renewal and are designed to build your confidence in using our systems and processes. You will be assessed on your understanding throughout the modules using realistic customer scenarios. Our e-learning is accessible across a number of browsers and devices and easy to navigate. It can be completed at your own pace and in your own time, wherever there is internet access. The modular format means that you can fit it in around your business needs and the automatic bookmark function allows you to save your progress, take a break and return to your training where you left off. Once completed and passed, you can also revisit any of the modules at any time as a reference tool. Classroom training During classroom training you will cover the latest Scheme developments, disability confidence and customer service, as well as recapping the e-learning modules to answer any questions you may have. You will also have the opportunity to network with other Specialists and share best practice within the dealer network. You need to have completed and passed your e-learning modules prior to attending your classroom training as you will continue to build on this during the day. The sessions start at 9.30am and usually finish by 4.30pm, with refreshments and lunch provided. Please wear business dress. You will be given a training pack containing a copy of Your Motability Dealer Guide, a notepad, a worksheet and a pen. Following your classroom training, you will have the opportunity to give us your feedback using our evaluation form. Please take some time to complete this to help us continually develop and improve our training to meet your needs. You can find this on the Partner Training Centre within the Training Plan section. Don t forget To meet our training standards and protect your MDP reward, you must complete all elements of the e-learning modules and training sessions.
Completing your training 19 Completing your training Your log in details for the Partner Training Centre are the same username and password you use for Online Applications. For help with logging in please see Your Getting Started Guide. Homepage these are the steps to take when registering as a single delegate. Click Start here and make payment to get started. Select Me to register. If you are booking for other delegates click Multiple Users and follow the steps. This is only available for Training Coordinators.
20 Your Training Guide This screen is for information purposes on the accepted types of payment. After reading, click Ready to get going. Direct Debits take 3 5 working days to clear once your dealership has one set up. If you need to book classroom training quickly, we recommend you pay by card. Select the correct icon depending on whether you are a Car or Converter Specialist. Choose whether you are a Sales or Aftersales Specialist. Please read the text for each course to ensure you select the correct training relevant to you.
Completing your training 21 Click Register. This screen shows you what s included and the price of the training. If you re happy to proceed, click Next. Click Next here to proceed to the payment screen. Booking for other users If you are booking training for other users, you must ensure you take your name off the delegate list if you re not attending. Failure to do so will mean you will be charged.
22 Your Training Guide Paying by direct debit Select the radio button next to Direct Debit. If your dealership has a Direct Debit already set up you can select this to pay for your training. If you don t have a Direct Debit set up, this option will not be available to you. Please visit motabilitydealer.co.uk for full details on how to set up a Direct Debit. If you choose Direct Debit you will see this screen. Your payment will take 3 5 working days to clear. Please ensure you press continue to complete the Direct Debit payment. You can continue to access your training plan and complete your e-learning modules during this time. You will be unable to book classroom training until all e-learning is completed and payment has cleared. You will receive an email notification once the payment has cleared.
Completing your training 23 Paying by credit/debit card Select the radio button next to Pay online using WorldPay. Select your card type here. Fill out the form here, click I m not a robot and then click Make Payment.
24 Your Training Guide Click Continue on this page. This final screen confirms your payment. Please make sure you click Continue to the site to complete your payment fully. Please note this is not your invoice. Starting your e-learning To begin your e-learning, select Access Your Training Plan from the homepage.
Completing your training 25 The training you have selected will now be available to start. Click on the training title to access your training plan. You will now be able to select and begin your e-learning modules, which will unlock in numerical order by clicking the titles on the left of the screen or the pins. Once all e-learning modules are completed go back to your training plan, click on the course title and then the classroom training day.
26 Your Training Guide Click Register for your chosen classroom training date and location. Please note at point of registering, if no courses are available you can select the waiting list option. You will receive an email notification if the course you wanted becomes available and you will be added to it automatically. However, you should check back regularly in the Partner Training Centre for an alternative date. This is in case a space doesn t become available and you need to book onto another date. Let us know about any specific requirements you have for your classroom training day by clicking your name on the top right of the homepage. Fill out the form for any access or dietary requirements and click Save. These are saved to your profile and will apply to all future classroom bookings through this site.
Completing your training 27 Invoices You can obtain copies of training invoices by taking the following steps from the Partner Training Centre homepage. Click Training Invoices and Useful Links Click Invoice on this screen
28 Your Training Guide You can print a copy of your invoice here by clicking Print this page
Completing your training 29 Cancellations and amendments You can change your training booking up to two working days (Monday to Friday) before the classroom training date at no charge by following the instructions below. Bookings may also be cancelled up to two working days (Monday to Friday) before the training date for a full refund. If you re not re-booking onto an alternative course and require a refund, please contact our Dealer Contact Services team on 0300 037 0200. Once processed, a credit note will be uploaded to the Training Invoices and Useful Links section of your Profile which you can download and print. Any cancellations made within two working days (Monday to Friday) of the training date will be non-refundable. You will need to re-pay when you book onto a new classroom training date. Please call our Dealer Contact Services team on 0300 037 0200 once you ve received your confirmation email if any of the booking information is incorrect, or if you would like to make any changes. How to cancel a classroom training course Access your Training Plan Click on the booked classroom training.
30 Your Training Guide Click Cancel registration. Click Confirm on this final screen. You will receive an email notification confirming your cancellation. To rebook on to another classroom date, go back to the Your Training Plan portal and follow the registering instructions on page 19. You will receive a new email notification confirming your new booking. Non-attendance If you fail to attend the training you booked, you will be charged the full fee and will need to pay to re-book your classroom training. If training is paid for but no further action is taken, we ll refund the cost after 4 months and payment will need to be made again. Don t forget... attendance Failure to attend your training near quarter end may put your MDP reward at risk of adjustment, as you will not be compliant with our standards. You must attend a classroom training day. It s not sufficient to book your place alone.
Completing your training 31 Completed training Once you have successfully completed and passed your training, you will receive a certificate confirming that you are a Motability Specialist on our Motability Dealer Partnership (MDP/MCP) programme. If you haven t received your certificate in the post within one month, you can download and print your own copy by clicking Your name in the top right of the Partner Training Centre, selecting Certificates from the left hand menu and clicking Print. We recommend your certificate is put on display at your premises or made available to assure customers you are a trained Motability Specialist. Tracking your training performance This screen shows you your up-to-date training accreditations and that of the delegates at your site or group, if you are a Training Coordinator. To track training performance click the Training tab on your Dealer Dashboard in Online Applications. This will be updated within 3 working days of completing your training. It also shows the red, amber and green status of Motability Specialists in your dealership. If your dashboard doesn t update, please see Your Getting Started Guide to check you are set up correctly. If you have further problems, please call our Dealer Contact Services team on 0300 037 0200.
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33 4. TRAINING COORDINATORS Training Coordinators 34
34 Your Training Guide Training Coordinators Training Coordinators have additional functionality in the Partner Training Centre to help with managing their dealerships Motability training compliance. This includes: Setting up Direct Debit mandates for your dealerships or groups. Receiving emails and notifications of payment progress for your specialists. Tracking and monitoring individual training statuses within your dealerships or groups. Access to VAT invoice reports. Assigning training and paying for other users. Access to alerts to show training expiry dates within your dealerships or groups. If you re interested in becoming a Training Coordinator for your dealership, please contact the Dealer Contact Centre on 0300 037 0200.
35 5. TROUBLE- SHOOTING Forgotten password or username 36
36 Your Training Guide Troubleshooting If you are experiencing problems logging in to Online Applications and the Partner Training Centre using your Unique User Access, there is no need to set up a new account. In the first instance please check that your username and password are correct, remembering that the password is case sensitive. This will ensure you don t lose any training accreditations. Forgotten password or username Your Partner Training Centre login details are the same as your Online Applications login details. If you have forgotten your password, you can reset it by clicking Forgotten Password on the Online Applications login page at www.motabilityonline.co.uk/idm/login answering your security questions when prompted. You will be sent an email with a temporary password which you will need to change once you log in. You can do the same for Forgotten Username. If you cannot remember the answer to your security questions, call us on 0300 037 0200. Once you have reset your login details please see Your Getting Started Guide to check you are set up correctly. If you are still having problems Please call our Dealer Contact Services team on 0300 037 0200 who will be able to assist you further.
37 6. SUPPORTING YOU Additional support 39
38 Your Training Guide Supporting you At Motability Operations Ltd, we re proud of the difference our dealers make. That s why we support you every step of the way in delivering our customers with outstanding service and earning your MDP rewards. motabilitydealer.co.uk We re continuously developing our range of tools to help provide you with knowledge about the Motability Scheme, build your disability confidence and give you everything you need to get our customers out on the road, worry-free. motabilitydealer.co.uk is your one-stop-shop for all things Motability. The site is bursting with useful resources, tips, advice and tools to build your confidence as a Motability Scheme dealer and help you provide our customers with the best service. Take a look today to find: Access to your Motability Partner Training Centre. All your dealer guides to help you with every step of your customer journey from getting started with Motability Scheme to processing your customer s vehicle at the end of their lease. Up-to-date guidance and news about areas of the Scheme, including the latest on Personal Independence Payments (PIP). A huge range of our brand new Point of Sale marketing material to help generate awareness and understanding of the Scheme. A wealth of marketing and events guidance, tools and templates to help you bring customers through your doors. A range of short videos and animations to brush up on your Scheme knowledge and show to your customers to give them a quick introduction to our worry-free motoring package.
Supporting you 39 Additional support Our award-winning Dealer Contact Services team are always happy to help you with any problems or queries on 0300 037 0200. Our regionally based Dealer Development Managers (DDM) are on hand to support you in growing and developing your Motability Scheme business and improving your MDP performance. To make an appointment to meet with your DDM, please contact the Dealer Support team on 0345 155 6017 or email dealerdevelopmentsupport@motabilityoperations.co.uk Are you part of a dealer group? We have a range of bespoke Group reporting tools that can support you in keeping track of your Group s performance across key MDP measures, so you never miss an MDP payment! Want to be recognised as an outstanding Motability dealer? Our quarterly and annual Motability Dealer Awards recognise dealers that go over and above for their customers, providing unparalleled customer service and maximising their quarterly MDP rewards. To keep an eye on your progress, take a look at our league tables published each quarter at motabiltydealer.co.uk
You can access the latest dealer guides, dealer dashboard, Partner Training Centre and further information at motabilitydealer.co.uk Motability Operations Dealer Services Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Email: dcs@motabilityoperations.co.uk Tel: 0300 037 0200 (Lines open 8.30am 5.30pm Mon Fri) Fax: 0117 979 8668 motabilitydealer.co.uk RAC Motability Assist Customer Services Thomas Street, Stretford Manchester M32 0HX Tel: 0800 731 1173 Tel: 0330 123 1531 Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ Email: anyquestion@mfldirect.co.uk Tel: 0370 600 0288 (Lines open 8.30am 5.30pm Mon Fri) mfldirect.co.uk Epyx 1link Tel: 01676 571 000 1link.co.uk Glass Repair/Replacement Managed by RSAM Tel: 0300 037 9944 RSA Motability (RSAM) Customer Services PO Box 4, New Hall Place Old Hall Street Liverpool L69 3SD Tel: 0300 037 3737 (Vehicle lines open 8am 8pm Mon Fri and 8am 4pm Sat) motability.co.uk/insurance 70.1116