Customer Solutions Team Account Manager; Secondment​/FTC

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 contributing 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.

Bristol, United Kingdom (Hybrid working; up to 2 days remote)

• 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

• 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.
• 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 with the team and serving as a point of contact.

• Proven experience in delivering high‑quality customer service.
• Strong communication skills with 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.

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. We are the largest car fleet operator in the UK, purchasing around 10% of all new cars sold in the UK and working 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.

• We find solutions
• We drive change
• We care

• An annual discretionary bonus
• 15% non‑contributory pension (9% during probation)
• Life assurance at four times your basic salary
• 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)
• 28 days…