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VRM Customer Development Team Manager

2 weeks ago

Bristol, Bristol, United Kingdom Motability Operations Full time £40,000 - £60,000 per year
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, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the 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 are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
  • We find solutions
  • We drive change
  • We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:
  • An annual discretionary bonus
  • 15% non-contributory pension (9% non-contributory pension during probation period)
  • Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
  • Employee Discount Scheme with a huge number of retailers and an app to save on the go
  • Discounted Electric/Hybrid Car Salary Sacrifice Scheme
  • Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
  • 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
  • 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
  • Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
  • Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
  • Dental Insurance
  • Health and cancer screenings for you and your partner
  • Discounted gym memberships
  • Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

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.