About The Role

Motability Operations are currently recruiting for a General Manager - Sales Operations to join our team in Bristol on a full-time, permanent basis. This is a key senior commercial role, with overall responsibility for the office-based telephone operation and the experience we deliver to our dealer customers.

You will join our VRM Wider Leadership team, working closely with Product, Marketing, Commercial and Customer Development Leaders to implement a strategy to grow and optimise our dealer customer base to ensure the sustainable Remarketing of all of Motability Operations Vehicles when they are returned at the end of the lease.

Main Responsibilities

You will be responsible for developing and embedding our customer management and growth strategy, whilst finding ways in which the telephone based sales operations can run more efficiently and effectively as our Remarketing volumes grow. You will need to do this whilst monitoring and improving dealer customer outcomes and maintaining our VRM Dealer CSI score.

Leadership and Performance Management

Embed our customer management and growth strategy whilst leading a large multi-skilled contact centre department of circa 30 people.
Responsible for the continuous improvement and development of the Sales Operation implementing a Performance Management framework that drives productivity and positive dealer customer outcomes.
You will build and develop a highly skilled and motivated department, setting clear objectives, holding teams to account and embedding a high-performance culture.
Inspire, nurture and motivate a commercially focused B2B Customer Development Team - hiring, developing, coaching and performance managing.

Delivering positive customer outcomes

Work closely with the Defleet Product Principal, National Sales Manager and the broader VRM Wider Leadership Team to drive Dealer Customer improvements and ensure that good Dealer Customer outcomes are central to all business decisions.
Represent the voice of the Dealer Customer and strive to embed a customer-focused approach to the way we operate.
Work in partnership with the VRM Operations Manager and National Sales Manager to deliver claims outcomes that are fair, efficient and meet the commercial needs of the wider business.
Work closely with the Customer Product Manager to ensure our proposition stays ahead of the market and continues to evolve, along with building bespoke solutions for our large customers to ensure the sales operation is as effective as possible.
Act as a point of escalation when needed for customers.

Growth and New Business

Take ownership of the New Business Process ensuring all application SLAs are met and that new dealer customers have a smooth experience from prospect to engaged customer.
Support the National Sales Manager to deliver a growth strategy that ensures we grow our dealer base to circa 4,000 customers over the next few years.
Collaborate with the Customer Product Teams to re-imagine the sign-up process, reducing the time from sign up to first purchase as well as reducing the number of applications that don’t end up buying a vehicle.
Work with OEMs and the Dealer Partner Team to ensure the most effective way to sign up dealers and dealer groups up on mass.

Efficiency, Cost Control and Governance

As a cost centre owner, manage your departmental budget to plan, whilst making efficiencies where possible.
Ensure the Trade Credit Team manage all dealer payments and credit allocations effectively and all governance and compliance procedures are adhered too.
Collaborating with the National Sales Manager, you’ll ensure all discretionary payments are appropriate and that the associated costs are managed effectively.
Work with the Quality and Operational Excellence manager to ensure the processes, systems and procedures that support the sales operation create reductions in the sales to FTE ratio, allowing the team to grow sustainability as our Remarketing volumes grow.
Own dealer data from sign up to end of life, ensuring there are processes in place to maintain correct dealer contacts.

About You

You’re a passionate, energetic and positive leader with a history of building successful teams in a high performing, high-growth environment.
You have experience of managing managers in a fast-paced environment
You have strong analytical and strategic thinking abilities and take a data-led approach to decision-making.
You’re super organised and efficient with an absolute focus on the customer.
To be a problem solver who remains calm under pressure
You will need excellent communication skills, with experience of communicating with internal and external stakeholders at all levels.  
You’re a highly motivated person with experience of creating and delivering a performance management framework
You can operate seamlessly between commercial requirements, customer experience deliverables and strategic priorities
You embrace change and you’re motivated by exploring ways of delivering value and impact across the business
You love working in a collaborative, team-oriented, cross-functional and co-operative environment, where you can use your good judgement and critical thinking to meet any challenge
You are a strong advocate of equity, inclusion and diversity
You love building and developing teams of highly effective and empowered people

Minimum Criteria

Extensive experience managing large telephone-based teams in a high growth environment, ideally in automotive
You are an experienced people manager with a proven track record of developing and supporting your colleagues through the implementation of Performance Management frameworks
Extensive experience of fostering high performing teams, proven by outcomes
Substantial customer relationship management experience.
Demonstrable experience of operating seamlessly between commercial requirements, customer experience deliverables and strategic priorities i.e. has created significant efficiencies through the actions they have taken.
Demonstrable experience of using data and insight to drive better customer and commercial outcomes.

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 700,000 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.

Motability Operations Ltd

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