Customer Accounts Team Leader

About The Role

As the Customer Accounts Team Leader, your role is crucial in ensuring customer satisfaction while collecting customer debt and enhancing your team's efficiency. Your main task involves supervising the daily operations of the Customer Accounts Department, which includes managing a group of seven customer accounts analysts.

Conducting regular 121 sessions and appraisals to track their progress and create personalised development plans is essential. By setting performance targets, overseeing goal achievement, monitoring key performance indicators (KPIs), and offering consistent feedback, you will guide your team in enhancing service quality and upholding exceptional customer care standards.

In this role, you will support the Customer and Agency Manager in all activities within the Customer Accounts function, as well as being able to cover all aspects of the managers role including but not limited to, forecasting and budgeting, ensuring robust process are in place to allow accurate evaluation of debt position and bad debt exposure. You will also be responsible for handling escalated customer issues that require a higher level of attention and expertise.

As a team leader, you will promote positive working relationships with various MO functions and external parties. This includes Benefits Agencies, Customer Services, and Stopped Allowance. Your responsibilities will involve arranging and overseeing regular cross-functional meetings, offering input on the existing dashboards, and pinpointing enhancements to ensure the seamless operation of cross-functional procedures.

About You

We are a department with diverse members seeking individuals with proven experience in team management. The ideal candidate will possess the ability to analyse key reporting data accurately, provide recommendations for future forecasting and budgeting, and have a thorough understanding of customer accounts processes and their interactions within the broader business and with key stakeholders. Furthermore, the candidate should have the motivation to inspire their team to reach both targets and personal objectives. Managing a variety of individuals from different backgrounds will require adapting leadership styles to meet their unique circumstances and needs with empathy and understanding. Effective communication with senior management to address team or personnel concerns should also be a comfortable skill for the role.

Minimum criteria:

• Experience in people management
• Strong communication and comprehension abilities
• Capacity to collaborate effectively
• Skill in motivating a team towards a shared objective
• Effective administration, organisation, and planning skills
• Ability to think ahead to anticipate and address issues proactively
• Proficient in Microsoft packages such as Excel, Alfa, Genesys and familiar with OAS

About The Company

We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. We’re the UK’s largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.

What we do

We lease a wide range of tailored mobility solutions to people who receive of one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind
• We find solutions
• We believe we must take the lead
• We drive change
• We believe everything starts with the customer
• We care

What we can offer you

• Pay : competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday : 28 days, and you can buy and sell days
• Pension : 15% non-contributory pension (9% during probation)
• Health and wellbeing : Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development : A library of internal training on our myLearn platform
• Family friendly : We have competitive family leave policies
• Diversity and inclusion : We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes : Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other 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, free fresh fruit and snacks in the office

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.