Customer Accounts Advisor

6 months ago

Bristol, United Kingdom Motability Operations Full time

**About The Role**: Motability Operations are currently recruiting for a Customer Accounts Advisor to join our Finance team in Bristol on a full-time, permanent basis. Reporting into the Customer Accounts Team Leader, the key responsibility of this role is to manage outstanding balances on our agreements for both Agency and Customer.

Proactively contacting customers to identify reasons for arrears and addressing any queries and complaints.

Working closely with third parties at the DWP, Social Security Scotland and Veterans Agency you will have responsibility for reconciling lease rental agreements and identifying any breaks in payment.

Working alongside our internal departments, mainly Customer Services and external contacts to ensure we provide the correct level of support to customers for their various needs

**About You**:

- You will have experience of working within consumer credit control or a customer service-based role.
- You will need to be able to negotiate repayment plans and have an understanding approach to those with financial constraints. Confident when discussing solutions with customers, being able to say ‘no’ where appropriate.
- You will have the desire to inspire trust and build strong relationships with both the customers and the external partners.
- You should enjoy working within a team, reviewing results and proposing new ways to improve team performance.
- You will be able to demonstrate strong attention to detail.
- You will be happy to take ownership of certain tasks, ensuring these are completed within agreed timeframes.

**Minimum criteria**:

- You will have experience in consumer credit control/collections or a customer service-based role with an excellent telephone manner
- Experience of account reconciliations/management with good attention to detail
- Excellent and relevant PC skills (e.g., Microsoft Office incl. Excel & Word)
- Excellent administration, finance, and organisational skills
- Excellent attention to detail
- Maths and English GCSE (or equivalent)
- Experience working in an office environment
- Educated to A’ level (or equivalent)
- ICM / AAT qualification desirable

**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 630,000 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

As a Motability Operations team member, the benefits you can expect are:

- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility

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