Customer Solutions Account Manager

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Motability Operations are currently recruiting for a Customer Solutions Account Manager to join our team in Bristol on a full-time, permanent basis. As a team you will manage complex and unplanned events for customers that fall outside the standard Motability Operations guidelines. Your role would combine customer service, resolving complaints and dealing with complex queries. This could involve you investigating misuse, and claims of abuse towards the Scheme and Scheme vehicles.

Ensuring excellent end to end case management is provided, clearly displaying ownership with the skill to achieve an outcome that benefits Scheme and customer. To do this, you will undertake fair, consistent, prompt and thorough research in accordance with MO guidance and FCA rules.

In this role, you will:

• Manage your time and a range of high volume cases
• Negotiating with internal and external stakeholders to find suitable solutions, ensuring fair outcomes for customers
• Reviewing evidence from a range of sources and the customer to make a balanced decision
• Handling your workload thoroughly by reporting and detailing all actions in our complaint software to support root cause analysis

You are a confident and effective communicator who can engage with everyone from internal teams to external partners and customers. You'll demonstrate empathy while also handling difficult outcomes when needed. You inspire trust and build strong relationships, confidently discussing solutions with customers and knowing when to say no.

Logical and resilient, you manage your time and workload independently whilst staying calm under pressure. You can balance expectations, both individually and as a team. As a proactive problem solver, you seek out ways to improve our processes and deliver solutions that meet both customer and business needs. You take charge of your own growth and are committed to continuous self-development.

• Worked in a customer focused role, meeting regular KPI's and targets
• The empathy to deliver difficult messages to our customers
• Capable of managing your own time effectively to meet the demand of your role
• Good at creating strong relationships for a better customer service

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…