Customer Accounts Analyst; Secondment​/FTC

Position: Customer Accounts Analyst (12-month Secondment/FTC)
Description Motability Operations are currently recruiting for a Customer Accounts Analyst to join our team in Bristol on a full-time, 12-month FTC/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. You'll play a key role in ensuring payments are accurately reconciled, arrears are followed up in a timely, fair, and compliant manner, customers - including those experiencing financial vulnerability - are treated fairly and supported appropriately, and relationships with external partners are maintained effectively and professionally.

This is an excellent opportunity to build or further develop experience within a fast-paced finance and customer accounts environment, balancing analytical work with high-quality customer engagement and responsible debt recovery activity. You'll manage a varied workload combining proactive debt recovery, customer contact, account management, and problem solving, with a strong focus on positive, compliant, and fair customer outcomes.

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. Qualifications 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 don't need a formal financial background to succeed in this role, although this would be beneficial.

What matters most is your experience in customer contact roles, your ability to communicate clearly and empathetically, and your capability to balance multiple priorities while delivering a positive customer experience. 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. The 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. The ability to negotiate repayment plans that are fair, realistic, and sustainable.

A calm and professional approach when dealing with complex or challenging situations. Strong organisational and time-management skills, with the ability to self-manage workload. A 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. An 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. The ability to remain composed and effective in a fast-paced, target-driven environment. Benefits 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…