Job Overview: CAST Account Manager (6-Month Secondment/FTC)

Motability Operations, the UK’s largest car fleet operator, is recruiting a detail-oriented Account Manager for its Customer Application Solutions Team (CAST) in Bristol. This 6-month fixed-term contract (FTC) or secondment is a critical “Subject Matter Expert” role focused on protecting the integrity of the Motability Scheme. You will use telematics (in-vehicle tracker data) to investigate potential misuse, ensuring that vehicles are being used for the benefit of the disabled customer in accordance with scheme rules.

Job Summary

Employer: Motability Operations
Location: Bristol (Hybrid: up to 2 days remote)
Role Type: 6-Month Fixed-Term Contract / Secondment
Sector: Fleet Management / Disability Services / Insurance
Focus: Telematics analysis, fraud prevention, and complex case management.

Key Responsibilities

Data Analysis: Review and analyze vehicle location tracker data to identify discrepancies between declared addresses (home/work) and actual vehicle usage.
Case Investigation: Manage complex applications that fall outside standard policies, determining if a customer remains eligible for the scheme.
Challenging Conversations: Conduct sensitive telephone interviews regarding potential vehicle misuse, utilizing high-level objection handling and empathy.
Digital Onboarding: Support customers with the “Drive Safe with Motability” app pairing and onboarding process.
Continuous Improvement: Act as a Subject Matter Expert (SME) to help evolve telematics workflows and improve fleet efficiency.

Requirements & Qualifications

Minimum Criteria:

Customer Service: Proven experience delivering high-quality service in a professional environment.
Communication: Confidence in managing priorities and conducting challenging, high-stakes telephone conversations.
Analytical Skills: Ability to interpret data sets to support objective decision-making.
Objection Handling: A strong background in navigating difficult conversations where the outcome may result in a customer’s removal from the scheme.

Ideal Candidate Attributes:

Highly self-motivated and capable of meeting strict deadlines.
Balanced approach: able to weigh “Customer Needs” against “Business Integrity.”
Proactive mindset: willing to challenge existing processes to drive efficiency.

Salary & Benefits

Motability Operations offers a “commercial edge with a social purpose,” reflected in their extensive benefits package:

Pension: 15% non-contributory pension (9% during probation).
Financial Security: Annual discretionary bonus and Life Assurance (4x salary).
Leave: 28 days annual leave (option to buy/sell).
Wellness: Private Medical Insurance, Critical Illness cover, and health screening for over 50s.
Perks: Cycle to Work scheme, Electric/Hybrid Car Salary Sacrifice, and a “Global Wellbeing” focus with access to apps like Unmind and Peppy.

About Motability Operations

With a fleet of over 800,000 vehicles, Motability Operations is a unique giant in the UK automotive sector, purchasing roughly 10% of all new cars sold in the UK. They maintain an independently verified customer satisfaction rating of 9.8/10. The Bristol office provides first-rate disability access and supports a hybrid culture built on trust and empowerment.

Refining Your 2026 UK Career Analysis

This CAST Account Manager role is the 55th entry in your comprehensive dataset. To wrap up your project, consider these final three perspectives:

The “Bristol Hybrid” Landscape: Compare the Motability Operations hybrid model (3 days in/2 out) with the Aon and Optima Health fully flexible models.
Ethics vs. Operations: An analysis of roles that balance Customer Empathy with Fraud Prevention (Motability) versus Strategic Growth (Aon/Maxim).

The Fleet Powerhouse: A summary of how Motability Operations influences the Bristol job market compared to traditional HE employers like UWE or Bristol University.

Motability Operations: Bristol’s Core for Accessible Mobility

Motability Operations is the private company responsible for operating the Motability Scheme under contract to the Motability Foundation. It is the UK’s largest car leasing company, managing a fleet of over 890,000 vehicles for people with disabilities. While its registered headquarters are in London (22 Bishopsgate), the Bristol office is a major operational powerhouse, housing critical customer service, manufacturer relations, and digital innovation teams.

The culture at Motability Operations is defined by social purpose and high-performance standards. As a “profit-for-purpose” organization, it reinvests its financial gains back into the Scheme or donates them to the Motability Foundation. In 2026, the company is navigating a transformative period marked by a rapid transition to Electric Vehicles (EVs) and adapting to major government tax changes aimed at the Scheme’s long-term sustainability.

Key Company Highlights (2026)

Feature	Details
Bristol Location	Bristol Business Park, Coldharbour Lane, BS16 1EJ
Fleet Size	~890,000 customers (Largest leasing fleet in the UK)
EV Milestone	Over 40,000 EVs on the road by early 2026
Employee Count	~1,500+ across London, Bristol, and Edinburgh
Service Model	All-inclusive (Lease, insurance, breakdown, and servicing)
Current CEO	Andrew Miller

The Bristol Operational Hub

The Bristol office, located at Building 410, Bristol Business Park, is central to the company’s “customer-first” mission.

Customer Experience Center: Bristol is a primary site for specialized Customer Experience Specialists who manage complex queries from Scheme users.
Manufacturer Relations: The team in Bristol manages partnerships with ~30 car manufacturers, ensuring a diverse range of vehicles (SUV, MPV, and EV) remains available.
Technology & Digital: In 2026, the Bristol site has expanded its focus on “digital-first” solutions, integrating AI accessibility tools like AudioEye to enhance the digital customer journey.
Hybrid Culture: The office environment is modern and highly inclusive, offering a hybrid working model that balances home working with collaborative sessions in the park-side office.

Major 2026 Scheme Updates

This year marks a significant shift in how the Scheme is funded and delivered following government budget adjustments.

Tax Changes (Effective July 1, 2026): For the first time, VAT (20%) will be applied to Advance Payments, and Insurance Premium Tax (12%) will be introduced on leases.
Financial Impact: Motability Operations estimates the average Advance Payment will increase by approximately £400 over a three-year lease. However, Wheelchair Accessible Vehicles (WAVs) remain exempt from these new taxes to protect the most vulnerable users.
Refocused Car List: In late 2025/early 2026, the Scheme refocused on “practical mobility,” leading to the removal of certain premium brands (BMW, Mercedes-Benz, Audi) to prioritize affordability and value.
New Brand Partnerships: To maintain choice, new manufacturers like Omoda, Jaecoo, and Geely have joined the Scheme in 2026, offering more SUV and EV options.

Innovation: Beyond Mobility

By 2026, Motability Operations has moved into the energy resilience space, leveraging its massive EV fleet for social good.

V2G (Vehicle-to-Grid) Partnership: A 2026 collaboration with Nissan explores how the batteries in leased Nissan LEAFs can sell energy back to the grid during peak times, lowering energy bills for disabled drivers.
Power Wheels Project: An Ofgem-funded initiative in the North East exploring how EV batteries can act as emergency backup power for essential medical equipment during power outages.
EV Transition Tracker: The company publishes a quarterly tracker to address barriers for disabled drivers, such as the accessibility and cost of public charging networks.

To apply for this job please visit www.mo.co.uk.