Job Description

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About The Role

Motability Operations are currently recruiting for a Vehicle Licensing & Documentation (VLD) Manager to join our team in Bristol on a full-time, permanent basis. In this role you will work primarily from our Bristol office as part of a supportive management team of four, reporting directly to the Customer Operations Manager.

You will lead the Vehicle Licensing and Documentation (VLD) Team--an expert team responsible for registering and taxing all vehicles on the Motability Scheme, Micro-Mobility Class 3 products, Family Fund vehicles and equipment, and Company Car fleets.

This role offers a high degree of autonomy. You will be trusted to make informed decisions, manage priorities, and proactively identify opportunities to improve processes and service delivery. You will set the tone for the team--balancing independence with appropriate collaboration and ensuring work is completed to a high standard.

As a skilled communicator, you will provide excellent service to internal business areas by managing queries linked to registrations, taxation, vehicle disposal, cherished plates, and penalty charge notices (PCNs).

To succeed, you will develop a strong working knowledge of DVLA processes and maintain effective relationships with key DVLA contacts.

You will oversee the maintenance contracts for the V5 filing systems ("Carousels") in the Bristol office and support the department's strategic roadmap as VLD moves towards further digitalisation of V5 records--both internally and externally.

Collaboration will be central to your role. You will work closely with the wider Customer Operations management team to ensure the department consistently meets its KPIs. You will have the autonomy to shape team workflows, influence improvements and champion innovative ways of working.

You will also lead on the apprenticeship scheme within Customer Operations, supporting individuals through their development and college attendance so they can gain valuable experience and qualifications.

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About You

You bring energy, enthusiasm, and a genuine passion for supporting people to deliver their best. You are confident organising yourself and others, able to guide your team through high-volume and fast-changing workloads with clarity and compassion.

You are analytical and comfortable using data to challenge existing processes and seek improvements.

Relationship-building comes naturally to you--you communicate clearly, listen actively, and work confidently with colleagues, external partners, and third-party providers.

You are an inclusive and empathetic leader who demonstrates professionalism, resilience, and integrity. You make decisions thoughtfully but assertively, and you're not afraid to ask why we work in certain ways if you believe there is an opportunity to enhance delivery.

Above all, you enjoy working collaboratively and creatively to improve the experience for customers, colleagues, and stakeholders.

Minimum criteria:

Experience of people or stakeholder management within an administrative or contact-centre environment Strong communication skills Good commercial awareness and sound judgement Experience working in a customer-focused environment and meeting KPIs Strong organisational skills and the ability to manage high volumes of work Ability to work autonomously while managing your own team and driving performance
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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.