I recently interviewed for the Application Experience Advisor role and, unfortunately, didn’t progress past the phone interview — but I think it’s important to share my experience for others considering the role. The interview started with a brief explanation of training duration (4–6 weeks), shift patterns, and start dates. I was told to confirm I could commit to those before moving on to the next part. There was no opportunity to build rapport or be asked anything about myself or my background — it jumped straight into a scenario and then a role play, which felt quite abrupt and high-pressure considering it was a first-stage phone interview. The initial scenario was: “Mrs. Pope is on the Motability Scheme. Her husband calls to cancel the car, saying she has Alzheimer’s and has deteriorated in the past six months. What would you do?” This was followed directly by a role play, where a wheelchair user was unable to access a dealership car park due to an obstruction and was treated rudely by a staff member. I listened carefully, showed empathy, and found the customer a new dealership via the Motability website. The feedback was that I didn’t ask enough questions, which felt confusing as I believed I had resolved the issue appropriately. There was no prior conversation to get to know me, no time to ease into the call, and no recognition of transferable skills — despite having extensive experience in high-pressure, customer-facing healthcare roles. It felt more like a test than a fair interview. What I found most disheartening was the expectation to perform at near-job-ready level, even though 4–6 weeks of training is advertised. It left me wondering what the training is for, if not to learn the systems and approach expected? Overall, it felt like a missed opportunity to properly assess candidates as people — not just how well they can improvise under pressure in a 10-minute call.

The full interview process consisted of a telephone interview, a telephone role-play, if successful you are then invited to the assessment centre based in Bristol to carry out a group exercise, a face to face interview, a system exercise and a further telephone role-play. The staff are extremely welcoming and lovely. After the interview you are notified the next day whether you have been successful or not via telephone. I was provided an offer of employment and the next day I was given a post offer call providing me with further information on what they provide in terms of equipment, pay dates, training start times, shift patterns, holiday requests etc... please note within your first four weeks of training you aren't allowed any time off due to the amount of training you require before carrying out your role. But all the same Motability are very accommodating to your lifestyle and create way for a healthy work life balance. My advice to you when applying would be to be yourself. Be transparent and honest and take the time to research the company and what they provide their customers.