Overview
Motability Operations are 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.
Responsibilities
* Reporting to the Customer Accounts Team Leader, overseeing outstanding balances on agreements.
* Self-managing your day, balancing Agency and Customer workflow between inbound and outbound calls.
* Proactively contacting customers to discuss arrears, understand reasons for any overdue payments, and handling queries.
* Collaborating with external partners such as Direct Line Motability, Europcar, the DWP, Social Security Scotland, and Veterans Agency; reconciling lease rental agreements and spotting payment gaps.
* 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
* Experience in customer service or consumer credit control; excellent telephone etiquette; ability to meet monthly KPIs; commitment to continuous self-development.
* Strong written and verbal communication; ability to collaborate within a team; familiarity with Alfa software is advantageous.
* Experience negotiating repayment plans with empathy for customers in financial difficulty; adaptability, resilience, and a positive attitude under pressure.
* Analysing outcomes, suggesting improvements, and working independently; attention to detail and task ownership.
* Minimum Criteria: previous experience in customer service or credit control/collections; proficiency in Microsoft Excel; well-organised and able to manage tasks and time effectively with little supervision; ability to stay composed under pressure; ability to address intricate problems independently and offer tailored solutions.
About The Company
Motability Operations is a unique organisation, combining a strong sense of purpose with a real commercial edge to provide mobility solutions to over 800,000 customers and their families across the UK. We are the largest car fleet operator in the UK and work with around 5,000 car dealers and major manufacturers. We pride ourselves on delivering outstanding customer service, with an independently verified customer satisfaction rating of 9.8 out of 10.
Values
* We find solutions
* We drive change
* We care
Hybrid Working
We operate hybrid working across the organisation with a mix of on-site and remote work. You can work remotely up to 2 days per week while benefiting from our office spaces.
As a Motability Operations Team Member, You Can Expect
* An annual discretionary bonus
* 15% non-contributory pension (9% during probation)
* Life assurance at 4 times basic salary
* Employee Discount Scheme with many retailers and an app to save on the go
* Discounted Electric/Hybrid Car Salary Sacrifice Scheme
* Cycle to Work Scheme access (showers, changing rooms, secure bike sheds)
Health and well-being benefits include:
* 28 days annual leave with option to purchase or sell days
* Funded Private Medical Insurance
* Critical illness insurance
* Free access to healthcare apps (Peppy, Unmind, Aviva Digital GP)
* Funded health screening for over 50s
* 1 day per year to volunteer – paid time to support charity events
* Access to our company allotment for community work
* Prayer room and quiet spaces in the office
Voluntary benefits available to select include:
* Dental Insurance
* Health and cancer screenings for you and your partner
* Discounted gym memberships
* Charitable giving
Employment Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
Please note: Motability Operations reserves the right to close vacancies earlier if a suitable number of quality applications are received. We encourage you to apply as soon as possible.
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