Key Account Specialist

About The Role

Motability Operations are currently recruiting for a Key Account Specialist to join our team in Bristol on a full-time, permanent basis. Reporting into the Team Manager and working alongside the mfldirect Relationship Manager team, the key responsibility of this role is to manage a portfolio of established high-volume buyers engaging with our online sales platform, mfldirect.co.uk.

As a Key Account Specialist, you will be responsible for all aspects of account management including the delivery of condition related claims outcomes, credit increase applications and general account enquiries. You will also be involved in the generation and distribution of bespoke reports across your portfolio. Your customer base is typically our larger buyers including the large PLCs, large regional franchise dealer groups and large national independents.

It is the role of the Key Account Specialist team to maintain their purchasing volumes and look for opportunities to increase sales volumes where appropriate and improve account efficiency. This work will be in conjunction with the Relationship Manager team and activity will be directed through Targeted Calls. You will also be required to offer best-practice training to help create strong, efficient and engaged relationships across mfldirect.

All office sales teams are responsible for taking inbound customer enquiries and part of your role will include taking these calls and offering first point resolution wherever possible. It is important to understand that this is a phone-based account management role and therefore there are multiple productivity targets to be met including call quality. You will be supported by an ongoing development programme.

About You

• You will be happy to work with a fast-paced workload that will keep you constantly busy.
• You must be prepared to work to challenging targets based around sales growth and accountable productivity stats & meeting project deadlines.
• You must have the tenacity to challenge customers and be pro-active in finding ways to develop engagement in your customer portfolio.
• You need to show that you can be persuasive and influential, especially with your customer portfolio.
• You love talking to people, being constantly challenged, working as part of a team, and finding ways to overcome barriers and objections.
• You have experience of a phone-based role, ideally (but not essentially) managing a portfolio of customers.
• Ideally you will have previous B2B account management or sales experience; motor trade experience is an advantage but not essential.
• You will need to be organised, determined, and resilient.
• You’ll have a good understanding of how to organise and structure your day, without having a rigid structure already made for you.
• You should also have a very good understanding of how to communicate very clearly with customers over the phone and be able to deliver a difficult message.
• You will be good at using questioning techniques and the ability to build strong relationships.
• You will thrive on being part of a close-knit team and keen to help and support others.

Minimum criteria:

• You will have previous B2B account management or sales experience.
• Experience of working in a customer facing role.
• Proficient PC, internet and telephone skills.
• Strong written and verbal communication skills.
• Ability to structure and manage your own day.

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.