About The Role
Motability Operations are currently recruiting for a Customer Development Team Manager to join our team in Bristol on a full-time, permanent basis. Customer Development comprises three key teams working closely together: Key Account Specialists, who manage larger dealer portfolios focused on relationship management and sales growth; Account Specialists, who support smaller dealership portfolios through engagement and commercial development; and Trade Credit and Online Support, who oversee dealer onboarding, credit processes, and essential administrative support.
In this role, you will be responsible for managing and supporting the Trade Credit and Online Support team as well as a small team of Growth Specialists. You will oversee a range of administrative and operational workflows that are essential to delivering a seamless customer onboarding experience.
This role focuses on ensuring consistent, high-quality service across multiple workstreams, from inbound customer contact, credit management, proactive prospecting, lead generation and support for first time buyers to task-based operational activity and back‑office administration. You will lead, coach, and develop your team to deliver excellent service, maintain compliance, and drive continuous improvement across all processes.
You will play a key role in embedding effective performance management and governance, ensuring targets are met and standards remain high while supporting the wider objectives of the VRM function.
As we continue to evolve and optimise our operations, the successful candidate will also contribute to reviewing and refining existing processes within Customer Development over the next 12 months. This will require a proactive, flexible approach and a willingness to adapt to future changes that strengthen our service, efficiency, and productivity outcomes.
This is a very exciting time to join the Customer Development team. The successful candidate will have the opportunity to make a meaningful impact, helping to shape the future direction of how we work, enhance collaboration, and build on our strong foundations. This is a time of opportunity: a chance to influence positive change, strengthen our ways of working, and play a key part in the next chapter of our success.
Key Responsibilities
* Team Leadership: Lead, coach, and develop team members across Trade Credit, Online Support, Inbound IVR and Outbound functions to achieve high performance, engagement, and consistent service delivery.
* Performance Management: Monitor and report on key metrics (service levels, response times, credit governance, and customer satisfaction), using data to identify trends, celebrate success, and address areas for improvement.
* Operational Excellence: Oversee day‑to‑day operations, ensuring compliance, accuracy, and efficiency in handling dealer credit, account management, inbound enquiries, and administrative workflows.
* Process Improvement: Identify and implement opportunities to streamline workflows, automate administrative tasks, and improve the customer journey.
* Collaboration: Work closely with VRM leadership, Customer Development, and other operational teams to align goals, share insights, and deliver joined‑up outcomes across the wider business.
* Customer Service: Oversee inbound contact and support activities, ensuring customers receive timely, accurate, and professional responses, and manage escalations effectively.
* Communication: Cascade key information clearly and promptly to ensure alignment and understanding across your team and wider stakeholders.
* Adaptability: Support ongoing operational reviews and process enhancements, demonstrating flexibility and openness to evolving priorities and new ways of working.
About You
You’re a people-focused leader who thrives in a multi-stream environment, confident managing both customer-facing and administrative workflows. You understand how to build structure and accountability within task-based teams, ensuring efficiency, quality, and engagement remain strong.
You have a strong eye for process and detail, with a passion for improving workflows and making incremental changes that drive measurable impact. You’re comfortable balancing immediate delivery with long‑term operational development, and you’re skilled at leading teams through change in a calm and supportive way.
You’re someone who leads with empathy, clarity, and consistency, fostering a culture of ownership, continuous improvement, and collaboration that supports both your team and the wider business.
Minimum Criteria
* Demonstrated experience leading teams in customer service and/or administrative operations environments is desirable. Or substantial operational experience with evidence of high performance, adaptability, and the capacity for leadership growth.
* Demonstrable success in improving performance against key service and productivity metrics.
* Experience overseeing multi‑channel workflows (inc. inbound IVR, Outbound, Email, CRM‑based Tasks and Administrative Queues).
* Strong organisational and prioritisation skills, with the ability to manage competing workloads and meet deadlines.
* Proven ability to identify and implement process improvements that enhance efficiency and service quality.
* Excellent communication, coaching, and stakeholder management skills.
* Confident working with performance data and workflow tools to measure outcomes and inform decisions.
About The Company
Motability Operations is a unique organisation, providing worry‑free mobility solutions to over 800,000 customers and their families across the UK. We lease a range of vehicles—cars, wheelchair‑accessible vehicles, scooters, and powered wheelchairs—combining insurance, maintenance and breakdown assistance. We are the largest car fleet operator in the UK, purchasing around 10% of all new cars sold, and work with a network of roughly 5,000 car dealers and all 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
* We find solutions
* We drive change
* We care
We operate hybrid working across the organisation, balancing on‑site office time with remote work up to two days per week. Hybrid working helps maintain a good work/life balance and allows collaboration and productivity.
Benefits
* An annual discretionary bonus
* 15% non‑contributory pension (9% during probation)
* Life assurance at 4× your basic salary to give peace of mind to loved ones
* Employee Discount Scheme with numerous retailers and an app
* Discounted electric/hybrid car salary sacrifice scheme
* Access to the Cycle to Work scheme (on‑site showers, changing rooms and secure bike sheds)
Health, Well‑being and Voluntary Benefits
* 28 days annual leave with option to purchase and sell days
* Funded private medical insurance cover
* Critical illness insurance
* Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP
* Funded health screening for over 50s
* One day per year to volunteer – staff paid for time spent supporting a local charity or sponsoring an event
* Access to fully accessible company allotment—grow produce for local charities
* Access to prayer room and quiet spaces while working in the office
* Dental insurance
* Health and cancer screenings for partner
* Discounted gym memberships
* Charitable giving programme
Diversity and Inclusion
Motivation Operations believes in building a diverse workforce and empowering people to attend work as their true selves. We encourage applicants from all backgrounds; all offices provide first‑rate disability access. Our hybrid working environment supports part‑time and flexible working requests where possible.
Motability Operations reserves the right to close any vacancy early if enough suitable applications are received. Therefore, apply as soon as possible rather than waiting until the published closing date.
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