Agency Analyst

About The Role

Motability Operations are currently recruiting for an Agency Analyst to join our team in Bristol on a full-time, permanent basis.

What you’ll be doing
The Agency Analyst plays a pivotal role within the Customer Accounts Department, providing high-quality reporting, insight, and analysis to support operational performance, financial control, and effective engagement with internal and external stakeholders. The role is responsible for delivering accurate management information, identifying trends and exceptions, and supporting the development and implementation of improved policies, processes, and systems.

As an Agency Analyst, your responsibilities will include:

• Producing and maintaining weekly and monthly reporting, including the Monthly MI Pack for senior management and Team KPI Packs.
• Developing, enhancing, and maintaining reporting solutions, including converting existing reports into Power BI dashboards and improving data visualisation and insight.
• Analysing large and complex datasets to proactively identify trends, risks, and opportunities, recommending policy and process improvements.
• Using exception reporting to identify concerns in trends, balances, and movements and supporting effective resolution.
• Supporting the development and implementation of new and updated processes, working closely with the Finance and Product teams. This includes submitting new proposals, creating and maintaining process maps, completing testing activities, and training colleagues on new features or functionality.
• Sustaining and maintaining a suite of OAS reports, including carrying out regression testing following system upgrades.
• Continuously reviewing and developing maintenance and control schedules to support Customer Accounts Department objectives.
• Working closely with and supporting the Agency Support team, allocating work as required and providing guidance to support effective delivery and prioritisation.
• Working collaboratively with Government agencies to ensure customer records are accurate and up to date.
• Maintaining DWP, Veterans Agency, and Social Security Scotland ledgers, identifying and completing bulk clean-up activities.
• Reconciling lease rental agreements following breaks in payment to determine root causes and resolve discrepancies.
• Producing and issuing Live Agreement and Termination reports to relevant Benefit Agencies.
• Building effective relationships with internal stakeholders across Motability to support the smooth management of customer debt.

About You

You will have proven experience in an analytical role and enjoy working with data to solve problems and drive improvement. You are confident in addressing financial queries, able to think practically and analytically, and comfortable working independently while using sound judgement to make well-informed business decisions.

Minimum criteria:

• Proficient understanding of Microsoft packages

• Experience of, or the ability to quickly learn, Alfa and Genesys

• Experience using OAS or a similar reporting tool

• Ability to independently generate and access reports

• Advanced Excel skills

• Experience working with large and complex datasets

• Strong reconciliation skills and attention to detail

• Experience creating or enhancing reports using Power BI

• A collaborative approach, engaging effectively with colleagues across departments

• A strong interest and capability in resolving complex queries

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,…