Customer Relations Account Manager

Location:
London
Department:
Commercial
Salary Details:
£34850
About The Role

This job is a multi-skilled blend of customer service, resolution of complaints / complex queries and investigating misuse and allegations of abuse towards the Scheme and Scheme vehicles. Your time will be divided between dealing directly with customers, Scheme partners and external organisations. Your job is to reach a fair outcome, balancing customer needs and business considerations and risks. You will undertake fair, consistent, prompt and thorough investigations in accordance with Motability Operations guidance and FCA complaint handling rules.

Responsibilities include: 

  • Taking ownership of caseload and liaising with internal and external stakeholders
  • Reviewing information and evidence from internal/external sources and from the customer in order to make a balanced judgement / decision
  • Negotiate with internal and external stakeholders / partners in order to reach appropriate solutions ensuring fair outcome for customers
  • Managing workload by accurately reporting and logging all actions through complaint software in order to support root cause analysis work and regulatory reporting requirements
  • Managing high volume workloads and prioritising accordingly
About You

You will have gained the following skills/experience:

 
Mandatory
  • Previous experience of working in a customer facing environment
  • Clear and articulate telephone manner
  • Experience of case management and the ability to manage your own time
  • Relationship building with other areas of a business or with business partners
 
Desirable
  • Experience of working to strict deadlines whilst multi-tasking across case loads
  • Experience of handling complaints and/or complex queries
  • Experience of writing letters in response to complaints and/or complex queries
 
About The Company

At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 600,000 customers. 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 and our people demonstrate these values:

  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

What’s on offer

As a Motability Operations Ltd team member you can expect:
  • 27 days holiday in addition to bank holidays
  • Competitive salary
  • Private healthcare
  • 15% non-contributory pension
  • Life assurance
  • Voluntary benefits such as medical checks, travel insurance and gym membership

Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.