ABOUT YOU

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.

Motability Operations are currently recruiting for a Customer Solutions Account Manager to join our team in Bristol on a 6-month FTC/Secondment. As a team we 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