Job Description

About The Role

Motability Operations are currently recruiting for a Fleet Control Team Leader to join our team in Bristol on a full-time, permanent basis. The Fleet Control Team Leader is responsible for managing a team of agents in the review and process of service, maintenance, and repair (SMR) work requests

submitted by scheme partners. The role ensures all decisions are made efficiently, accurately, and in line with company standards, warranty requirements, and cost control measures. It combines hands-on operational oversight with strong team leadership to manage SMR costs and identify risks such as excessive or non-compliant repairs. The role also plays a key part in driving cross-functional collaboration, supporting consistent service quality and operational efficiency across the organisation.

Key Responsibilities:

Operational Oversight

Supervise daily SMR job sheet processing to ensure efficient review and adherence to company standards. Review high-value or exceptional work requests. Ensure compliance with fleet appraisal and maintenance standards, warranty terms, and pricing guidelines. Monitor dealer behaviour and record concerns such as illegitimate work requests, unprofessional conduct, or suspected overcharging.

Team Management

Lead, coach, and support team members, ensuring a strong understanding of SMR procedures and systems. Manage resource planning to maintain SLAs. Conduct regular performance reviews and provide feedback and development plans. Foster a high-performing and accountable team culture. Assist with the processing of job sheets to support operational flow. Manage team shifts to ensure adequate coverage and smooth operations.

Quality Control

Track team performance metrics (e.g., response times, throughput, costsavings). Ensure accuracy and consistency in decision-making across the team. Identify trends or recurring issues in dealer requests. Report key insights and concerns to the SMR Operations Manager.

Dealer Engagement

Act as a point of escalation for complex dealer queries or disputes. Work with dealer networks to improve understanding of policies and reduce non-compliant requests. Work collaboratively with internal departments to resolve cross-functional challenges.

About You

You are a proven leader with strong expertise in SMR and operational oversight.

You possess a keen attention to detail and a commitment to upholding quality, compliance, and efficiency standards.

You demonstrate sound judgment in assessing information, identifying risks, and making informed decisions aligned with policies and cost controls.

You communicate effectively with internal teams and external partners.
A collaborative professional, you excel at cross-functional engagement to resolve challenges and enhance processes. You are dedicated to fostering a disciplined, high-performing team culture that safeguards the organisation against unnecessary costs and risks.

Minimum criteria:

Proven experience leading operational teams with a focus on compliance and cost control. Strong oversight skills, reviewing complex requests and monitoring performance. Skilled in tracking metrics, identifying trends, and ensuring consistent decision-making. Experienced in coaching and developing teams, fostering accountability and high performance. Excellent communication and collaboration with internal teams and external partners. Proactive problem-solver with a focus on continuous improvement and delivering operational excellence.

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.