VRM Customer Development Team Manager

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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. This is a crucial role joining the Customer Development Management Team, where you will be responsible for leading a team of key account managers. You will performance manage, coach, and drive successful outcomes for the department & the teams. You will work closely with the Relationship Management team to understand and develop each portfolio to maximize the potential of each individual dealer to meet or exceed agreed sales targets and goals. You will ensure that the team act and behave in a commercially focused way and you will ensure costs are closely monitored and controlled.

Main Responsibilities

• Team management: Continuous coaching of team members, enhancing rapport with customers to increase sales and customer loyalty.
• Problem Solving, Planning: Can plan effectively to meet monthly and annual targets and objectives with the ability to solve diverse problems with proactive responses.
• Leadership: Maintain high levels of performance in a changing environment and under pressure.
• Teamwork: Work with colleagues to find ways to increase sales performance, profitability and customer and employee satisfaction.
• KPI management: Promote and guarantee hourly sales and call stats, using these results to feedback the positive and the areas of improvements to individuals and to the teams, causing an immediate response to achieve targets.
• Collaborative approach: Work closely with the relationship managers to maximize the potential of the jointly owned accounts. Work closely with other team Managers across VRM to ensure departmental wide objectives are met.
• Complaints management: The ability to deal with escalated calls and customer complaints.
• Effective communication: Cascades information appropriately delivering the right message at the right time, in the right manner.
• Business awareness: Ensure sales teams are aware of up-to-date market conditions. Also ensure tactical offers reflect current day performance and cost of sale is continually monitored and managed.
• Digitally Focused: Understands the opportunities offered by the connected journey and is able to blend these with our own strategy to deliver a market aligned product. To work alongside our product owners to improve and streamline our credit product.
• Commercial Mindset: Ensure all decisions are made taking into consideration the impact it will have on our cost of sale and Net Premium.

About You

This role is perfect for someone that is passionate about people management and driving successful customer centric outcomes. You will be a proven negotiator and a real people person. You will have strengths in completing tasks to a high standard with a commitment to providing fine attention to detail. You should enjoy working in a demanding and high-pressured environment with the understanding of the responsibilities you will need to fulfil. You should love to create and maintain good working relationships with the people in your teams and wider department.

You will have experience of ensuring our customers are our first and major focus & having a genuine interest in delivering excellent customer service. You will have had previous Customer Development experience with the ability to multitask and prioritise throughout your day. You will also have experience of good time management and be able to showcase your ability to be flexible and adapt to changing workloads.

The role would be most suitable to someone that is confident in making decisions that hold responsibility & comfortable with working with targeted KPI's as well as objective focused workloads. The role is ideal for someone who has strong people skills and has an interest in working with a dynamic wider leadership team.

Minimum criteria:

• Experience of working in a customer facing role in a fast paced and challenging environment.
• Demonstrable experience of improving key performance metrics.
• Demonstrable experience of utilising resources to help meet and exceed the needs of their customers.

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.