MI Manager - Customer Services

About The Role

Motability Operations are currently recruiting for a MI Manager to join our team in Bristol on a full-time, permanent basis. In this role you will l ead and deliver insightful analysis and reporting to support divisional strategy and key stakeholder objectives to improve performance and engagement.

Responsibilities include:

• Provide robust, reliable business reporting, analysis and insight in a user friendly format and self-serve where possible.
• Lead transformation and absorption of data (internal and external) to enhance reporting/insights for the business
• Responsible for accurate payments and reporting of the Motability Dealer Partnership (MDP) programme to the dealer network and stakeholders
• Increase awareness within the customer services division of key trends and make recommendations on action that can be taken to improve performance
• Responsible for the accurate management and retrieval of customer, dealer & third party data
• Effectively manage the performance and culture of the MI team
• Ensure business partnering is delivered with demonstrative value & decision making

About You

You will be an experienced leader that leads by example, who actively engages with stakeholders to understand their needs and manage expectations. You will be someone that drives positive change and manages change effectively. You will need to be able build relationships across the business and openly share knowledge and information.

Minimum criteria:

•Strong commercial awareness and business understanding
•Vision and Innovate approach to management information reporting to increase awareness and engagement
•Experience of engaging and communicating with Senior Management & Executives
•Experience of being part of transformation projects and initiatives
•Experience of using visualisation tools such as Power BI and Oracle Analytics Server
•Leadership of a Management Information team
•Responsibility for ensuring MI/system management leads to accurate payments to third parties

About The Company

We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. We’re the UK’s largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.

What we do

We lease a wide range of tailored mobility solutions to people who receive of one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind
• We find solutions
• We believe we must take the lead
• We drive change
• We believe everything starts with the customer
• We care

What we can offer you

• Pay : competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday : 28 days, and you can buy and sell days
• Pension : 15% non-contributory pension (9% during probation)
• Health and wellbeing : Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development : A library of internal training on our myLearn platform
• Family friendly : We have competitive family leave policies
• Diversity and inclusion : We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes : Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other voluntary benefits : charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office

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.