Job Description

Motability Operations are currently recruiting for a Customer Accounts Analyst to join our team in Bristol on a 12-month FTC/Secondment. This role is a great chance to acquire finance experience by joining the Customer Accounts Team.
Reporting to the Customer Accounts Team Leader, overseeing outstanding balances on agreements for Agency and Customer. This includes reaching out to customers proactively to understand reasons for overdue payments, handling queries, and resolving complaints.
Collaborating closely with external partners such as Direct Line Motability, Europcar, the DWP, Social Security Scotland, and Veterans Agency, you will be accountable for reconciling lease rental agreements and spotting payment gaps. Furthermore, collaborating with internal departments, especially our Customer Experience Teams, and external contacts to guarantee that customers receive adequate support for their various needs.
Working a 35 hour a week shift pattern between 8am - 5pm Monday - Friday.
About You
Our diverse team is in search of an individual experienced in customer service or consumer credit control. Key requirements include excellent telephone etiquette, meeting monthly KPIs, and engaging in continuous self-development.
The ideal candidate should have strong written and verbal communication skills, collaborate effectively within a team, and possess a background in handling high-volume calls. Familiarity with our services, customers, and Alfa software is advantageous.
The role entails negotiating repayment plans with empathy for customers in financial difficulty. We value adaptability, resilience, and a positive attitude under pressure.
Navigating complex situations with professionalism and empathy to ensure customer satisfaction and loyalty is essential.
Analysing outcomes, suggesting improvements, and working independently are expected. Attention to detail, task ownership, problem-solving, and delivering tailored solutions autonomously are crucial aspects of the role.
Minimum criteria:

• Previous experience in a customer service or credit control/collections position with a strong telephone etiquette
• Proficiency in Microsoft software, particularly Excel
• Strong attention to detail
• Well-organised and capable of managing tasks and time effectively with little supervision.
• Ability to stay composed when facing pressure.
• Address intricate problems independently, offering tailored solutions as needed.
• Ability to manage your own time effectively to meet the demand of your customer base.

About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.