Customer Application Solutions Team Account Manager (6-month Secondment/FTC)

About The Role

Motability Operations are currently recruiting for a detail-oriented and customer-focused individual to join our Customer Application Solutions Team (CAST) as an Account Manager on a full-time, 6-month secondment/FTC. This is a highly engaging role where you’ll be responsible for managing complex customer cases that involve potential misuse of scheme vehicles. Using data from our in-vehicle trackers, you’ll investigate discrepancies - such as mismatched home or work addresses, and guide customers through the resolution process with fairness, empathy, and professionalism. You’ll also play a key role in supporting customers with Connected Insurance and contribute to protecting the integrity of the scheme. As our use of telematics continues to expand, there may be opportunities to work with further data and contribute to the future development of this area.

Key Responsibilities:

• Review customer applications that cannot progress due to falling outside of scheme rules or policies
• Analyse vehicle location tracker data to identify potential misuse
• Investigate and manage cases with flagged location discrepancies (e.g., declared vs. tracked addresses)
• Conduct sensitive and sometimes challenging conversations with customers, including objection handling
• Support customers with the onboarding and pairing process for the “Drive Safe with Motability” app
• Manage in-life tracker case reviews and determine appropriate next steps
• Work on cases where ongoing driving behaviour may result in removal from the scheme
• Help shape the future of telematics case management as the scheme evolves

About You

The ideal candidate is highly self-motivated, well-organised, and capable of managing their time effectively to consistently meet our targets and deadlines. This role is best suited to someone with strong objection-handling abilities, but who can also demonstrate empathy and balance the needs of our Customer and Business needs. Excellent verbal and written communication skills are essential, along with the confidence to engage with our senior manager and colleagues in Customer Operations. Strong problem-solving abilities and effective questioning skills are key to success in this role. A commitment to continuous self-improvement and personal development is expected. The ideal candidate embraces change and is confident in challenging existing processes to help drive efficiency. They actively seek opportunities to improve workflows and take initiative in implementing meaningful changes. Be a confident Subject Matter Expert (SME) for CAST workflows, liaising with other departments, adding value in sharing knowledge to the team and being a point of contact.

Minimum criteria:

• Proven experience in delivering high-quality customer service.
• Strong communication skills with the confidence to manage priorities and handle a varied workload effectively.
• Background of objection handling challenging telephone conversations.
• Ability to analyse data to support decision making.

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.