Customer Solutions Manager – Complex Case Handling

Motability Operations Limited; West of England; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual discretionary bonus

15% non-contributory pension

Life assurance 4x salary

Employee discount scheme

Electric/Hybrid Car Salary Sacrifice

Cycle to Work Scheme

Private Medical Insurance

Job summary

Motability Operations is recruiting a Customer Solutions Account Manager to join our Bristol team on a 9-12 month FTC/Secondment. You will manage complex and unplanned events for customers outside standard guidelines, blending customer service with complaint resolution and handling complex queries.

You will work to ensure end-to-end case management with ownership, researching in line with MO guidance and FCA rules.

Qualifications

• Experience in a customer-focused role with KPI targets.
• Ability to deliver difficult messages empathetically.
• Strong time management to meet workload demands.
• Proven ability to build strong relationships for better customer service.

Responsibilities

• Manage a high volume of cases with effective time management.
• Negotiate with internal and external stakeholders for fair outcomes.
• Review evidence to make balanced decisions.
• Document actions in our complaint software for root-cause analysis.

Skills

Customer service

Complaint handling

Communication

Stakeholder management

Time management

Job description

Motability Operations is recruiting a Customer Solutions Account Manager to join our Bristol team on a 9-12 month FTC/Secondment. You will manage complex and unplanned events for customers outside standard guidelines, blending customer service with complaint resolution and handling complex queries.

You will work to ensure end-to-end case management with ownership, researching in line with MO guidance and FCA rules.