Client Manager (Service Delivery)

In Scotland, the qualification and payment of disability benefits for eligible people have now been devolved. The Motability Scheme is therefore now offered to claimants in Scotland, through the new AVES (Accessible Vehicles and Equipment) contract.  With the DWP, Social Security Scotland (SSS), Veterans UK, Northern Ireland and the Isle of Mann, there are now several entities across the UK for Motability Operations to work with.

Given the changes above and the increased focus from these government departments, Motability Operations will be creating a new Client Management function to manage and further develop these relationships. The creation of this new role is pivotal in managing the contractual and commercial positions across these entities whilst supporting the operational teams in their goals The primary purpose is to:

• Take, contractual, and commercial accountability for all services and take a key role with the operational centre to ensure delivery by Motability Operations to the benefits agencies.
• Manage relationships with the Benefits Agencies across the UK.
• Manage and drive quality and efficiency in relation to the enabling services provided to Motability Operations by the benefits agencies.
• Build trusted relations with the benefits agencies, safeguarding the future of the Scheme.
• Work to deliver automation and efficiencies between MO and the benefits agencies.
• Contribute to maintaining high levels of client and end customer satisfaction, adjusting our services to changing needs if required.
•  Promote the growth and success of the organization, working with other stakeholders to ensure those eligible understand the advantages and benefits of the scheme.
• Act as the primary point of contact and to build strong relationships with the benefit agencies.
• Manage the clients' delivery obligations to Motability Operations (for elements including new and terminating agreements and stopped allowance etc.) to ensure they are meeting expectations.
• Working with internal stakeholders to identify and mitigate operational risks that may impact service delivery and client satisfaction.
• Proactively manage aspects of the MO P&L (Scotland and UK) to Gross Margin level as appropriate.
• Administer and manage any contract change, through the provision of proposals or price submissions as required.
• Review KPI’s to monitor the performance of delivery, providing the quarterly KPI reporting and governance pack, meeting as a minimum monthly with key clients, to review and discuss progress and any potential issues.
• Drive value add innovation initiatives across both UK and Scottish Government and local authority boundaries (specifically for charging initiatives and CX)
• Stay abreast of industry trends, emerging technologies, and best practices to drive innovation.

• A dynamic leader who can navigate the complexities of service delivery and relationship development, both internal and external, fostering a culture of excellence and client-centricity.
• Proven leadership skills and good experience in building strong relationships across the public sector.
  
• Highly motivated individual with strong commercial acumen who can operate with a high degree of integrity and accountability.
• Excellent communication, negotiation, and problem-solving skills. with the ability to manage potential challenging conversations with clients.
• Have a growth mindset attitude and can embrace change i.e., innovative technology, ways of working etc.
• Diplomatic in challenging the status quo where decisions and initiatives are not serving the customer or the business.
  
• Ability to operate seamlessly between commercial requirements, customer experience and strategic priorities.
• Knowledge of mobility industry trends, technologies, and best practices.

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.