About The Role
Motability Operations are currently recruiting for a Customer Accounts Analyst to join our team in Bristol on a full-time, 6-month Secondment. Reporting to the Customer Accounts Team Leader, this role is responsible for managing and proactively pursuing outstanding debt and balances across customer and agency agreements.
Key Responsibilities
* Manage, monitor, and proactively pursue outstanding debt and balances on customer and agency agreements.
* Proactively contact customers through inbound and outbound calls, as well as written communication (email and letters), to discuss arrears, understand reasons for non-payment, and resolve account queries.
* Negotiate realistic and sustainable repayment arrangements, demonstrating empathy, professionalism, and an understanding of financial vulnerability, while confidently applying policy and saying no where appropriate.
* Identify and respond appropriately to indicators of financial vulnerability, ensuring customers receive the right level of support and are treated in line with regulatory and company expectations.
* Reconcile lease rental agreements accurately and in a timely manner.
* Work closely with third‑party organisations, including the DWP, Social Security Scotland, the Veterans Agency, and other external partners, to resolve payment and account issues.
* Work closely with In‑Life Customer Services and other relevant internal stakeholders to ensure customers are supported appropriately, consistently, and in line with company policy.
* Manage your own workflow and priorities effectively in a high‑volume, KPI‑driven environment.
* Analyse outcomes, identify trends, and suggest improvements to debt recovery processes and team performance.
* Take ownership of tasks, ensuring they are completed accurately, compliantly, and within agreed timescales.
Working Pattern
35 hours per week, between 8am and 5pm, Monday to Friday.
About You
We’re looking for a customer‑focused, resilient, and well‑organised individual with the confidence to handle sensitive financial conversations. You’ll be comfortable engaging with customers who may be experiencing financial difficulty, showing empathy while maintaining professionalism and policy adherence.
You’ll Be Someone Who Has
* Experience in a customer service or consumer credit control/collection’s role.
* Excellent telephone manner, with strong written and verbal communication skills.
* Ability to handle high‑volume inbound and outbound customer contact while maintaining attention to detail.
* Confidence proactively pursuing debt while empathising with customers experiencing financial vulnerability.
* Ability to negotiate repayment plans that are fair, realistic, and sustainable.
* Calm and professional approach when dealing with complex or challenging situations.
* Strong organisational and time‑management skills, with the ability to self‑manage workload.
* Proactive mindset, with a desire to improve processes and outcomes.
* Strong attention to detail and a problem‑solving approach.
Minimum Criteria
* Previous experience in a customer service or credit control/collection’s role, ideally within a telephone‑based environment.
* Experience proactively pursuing outstanding debt while handling sensitive customer conversations with empathy and professionalism.
* Ability to recognise and respond appropriately to financial vulnerability.
* Proficiency in Microsoft Office, particularly Excel.
* Strong attention to detail, with the ability to maintain accurate and up‑to‑date records.
* Strong organisational skills, with the ability to manage time and tasks effectively with minimal supervision.
* Ability to remain composed and effective in a fast‑paced, target‑driven environment.
About The Company
Motability Operations is a unique organisation. 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. We are the largest car fleet operator in the UK, and we pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our Values
* We find solutions
* We drive change
* We care
Benefits
* An annual discretionary bonus
* 15% non‑contributory pension (9% during probation period)
* Life assurance at 4 times basic salary
* Employee Discount Scheme
* Discounted Electric/Hybrid Car Salary Sacrifice Scheme
* Cycle to Work Scheme
Additional benefits: 28 days annual leave (option to purchase/sell), funded private medical insurance cover, critical illness insurance, free access to health apps, funded health screening for over 50s, 1 day per year to volunteer, company allotment, prayer room and quiet spaces.
Voluntary benefits: dental insurance, health and cancer screenings for you and your partner, discounted gym memberships, charitable giving.
Inclusive Employer Statement
We believe in building a diverse workforce and encourage people from all backgrounds to apply. We provide first rate disability access and accommodate part‑time and flexible working requests where possible.
Motability Operations reserves the right to bring forward the closing date of any vacancy.
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