Description
Motability Operations are currently recruiting for a Credit & Support Coordinator to join our team in Bristol on a 12-month FTC/secondment. In this role, you will support our MFLdirect customers daily by managing the end-to-end process of signing up new dealers to MFLdirect. Manage trade debtors ensuring all monies owed are paid to terms. Maintain trade debtors' accounts so that they are up to date and accurate, process credit applications and ensure that reviews are undertaken in line with policy.
Reporting into the Customer Development team manager, who is based in Customer Development, VRM. The successful candidate will be responsible for supporting MFL direct, liaising with both the customer and partner facing teams.
Your key accountabilities:
* Process all cancellations and amended sales within agreed KPI. Implement a robust route for cancelled sales to achieve best value.
* Maintain sound relationships with other relevant MO departments and external parties to ensure that issues and problems are dealt with in professional and positive way.
* Process application requests for mfldirect, owning the end-to-end process in line with the agreed KPI's including credit applications within SLA.
* Managing the appeal process either via email or phone for rejected car images.
* Process credit reviews in line with policy.
* Investigating and resolving discrepancies and non-payments by proactively contacting debtors to obtain payment for arrears in conjunction with the Credit Analyst. Process write-offs in line with Authorities Manual and MO policy.
* Ensure all activities are in line with agreed policy and comply with governance. Including the running of monthly delivery governance reports, provide governance around all mfldirect marketing campaigns and co-ordinating the purchase order process for all VRM.
* Co-ordinate the sale of Demonstration vehicles to approved Mobility Centres nationwide and purchase the BCA Damaged in Transit vehicles and log all appropriately.
Qualifications
You are a confident and customer-focused communicator who thrives in a fast-paced environment. You take pride in delivering high-quality service and have a natural ability to build rapport quickly and professionally. You are curious, proactive, and take ownership of resolving customer issues at the first point of contact.
You enjoy being part of a collaborative team, supporting colleagues, and finding ways to improve both the customer experience and operational efficiency. You're also comfortable managing administrative tasks with precision and are confident using digital systems and data tools to support your work.
Above all, you're motivated by creating positive outcomes for customers and helping to maintain VRM's reputation as the market leader in wholesale used vehicle remarketing.
Minimum criteria:
* Experience in a customer service, inbound support, and administrative operations environment.
* Strong communication skills and a passion for delivering excellent customer service.
* Ability to handle multiple queries, manage time effectively, and remain calm under pressure.
* Good working knowledge of Microsoft Office and confidence using CRM or telephony systems (Salesforce and Genesys Cloud experience advantageous).
* Strong problem-solving skills with the ability to make sound judgments and decisions.
* A proactive, flexible, and team-oriented approach.
Benefits
We're the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers' mobility in a fast-changing world. We're the UK's largest car leasing company and we help over 800,000 people get on the road.
We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.
What we do
We lease a wide range of tailored mobility solutions to people who receive of one of the Government's qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.
At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.
The Scheme has been providing affordable, all-inclusive motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.
How we work
We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.
We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.
Our beliefs and values
We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.
We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.
Our values are at the heart of everything we do:
• We believe no one should be left behind - We find solutions
• We believe we must take the lead - We drive change
• We believe everything starts with the customer - We care
What we can offer you
* Pay: competitive salary, with a yearly discretionary bonus, based on your performance
* Holiday: 28 days, and you can buy and sell days
* Pension: 15% non-contributory pension (9% during probation)
* Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
* Development: A library of internal training on our myLearn platform
* Family friendly: We have competitive family leave policies
* Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
* Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
* Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
* Other, voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office
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.
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