Our people and culture

Becky

Head of Business Delivery

I have worked for Motability Operations for 15 years and in my time here I have done a number of different roles. I started working in the finance team and spent time securing my CIMA accounting qualification. In the last 7 years I have moved in to roles in Vehicle Remarketing and more recently have lead the business elements of a large IT replacement programme, the delivery of our new leasing platform.

My current role has been an exciting challenge; it has allowed me to work with people from every area of the business and to play a key part in shaping the future of how we work.

The variety in the roles I have had at Motability Operations has given me a large breadth of understanding of the company and the opportunity to meet so many great people. Everyone at Motability Operations shows commitment and passion in what they do, making the company the success it is. Motability Operations is truly a great place to work, with a culture that is demonstrated daily by everyone who works here.
 

Fran

DCS Team Manager

I have worked at Motability Operations for just over 11 years. I started as an Inbound Advisor and then progressed into the Learning and Development team as a Trainer. I then successfully secured a Team Manager role for the last 7 years, where I am currently managing a team of 10 people within the Dealer Contact Service Centre (DCS).

DCS is in an inbound contact centre, providing support to our dealer network with application and system enquiries to enable our customers to have their new car. I thoroughly enjoy my role, where I work with fantastic people, helping them develop and progress not only in their current role but also to further develop into other roles in the business and achieve their own personal goals and career progression. In addition to this my role enables me to get involved with different projects such as recruitment, reward and recognition for the department and ensuring sufficient training is in place for our teams.

Motability Operations is a fantastic place to work, it has an extremely supportive culture and the employees and customers are at the fore front of everything we do. The people I work with are amazing, everyone is approachable, friendly and welcoming, and this is apparent in every department I have worked in. I feel so lucky and proud to be part of such a high performing organisation and to have the opportunity to work with so many lovely people.
 

Vicky

Head of Specialised Operations

I have worked at Motability Operations for nearly sixteen years. Before this I was working as a contractor in the offices in Bristol managing vehicle movements. After 18 months I decided I would like to pursue a Team Manager’s position within Motability Operations.

Fifteen years later and I am in my 13th different job and each one has given me new skills and enabled me to have a fantastic understanding of the business. I have managed many different teams within logistics, auction support, stock control, customer contact centre, forecasting & planning and customer solutions team.

My current role is Head of Specialised Operations looking after approximately 40 people. I have three senior managers reporting to me who are responsible for looking after both customers and suppliers for our Powered Wheelchair and Scooter scheme, wheelchair accessible and Drive From vehicles and adapatation programme. We are there to ensure any issues customers have with their vehicle are addressed appropriately to minimise inconvenience and to ensure our suppliers feel they are in partnership with Motability Operations and are managing our joint customers to the platinum levels of service we expect. It’s a challenging role with lots of responsibility, but I am lucky to work with a great team who make the job easier.

I absolutely love working for Motability Operations, the culture is unique in that the company really cares about you! The investment into people is something I have never experienced before. Your opinions and views really matter and you have the opportunity to shape the company into what you want it to be.
 

Dawn

IT Portfolio Manager

I joined Motability Operations in 2012 as the Overheads Accountant and it was immediately obvious to me that this would be a great company to work for, everyone was so friendly and approachable from day one! My background before joining Motability Operations is within Accountancy and managing teams, which are skills that this company has really let me utilise and helped me progress. I’m now in my fourth role after just over 5 years here and feel I have developed a lot but I am definitely still learning every day.

I spent 16 months in the Finance department before moving onto Business Systems to work as a Business Analyst. After just over a year I was then fortunate to be offered promotion to the Team Lead role where I managed a team of up to 12 Business Analysts. One of the highlights since moving to Business Systems has been working within a great project team on a large transformation programme to implement an IT system which went live in July 2017. This really was a fantastic opportunity to work with such passionate and dedicated people. I’m now on to other exciting challenges in my current role as IT Portfolio Manager where I oversee a portfolio of projects and management of the Project Managers, which I’m thoroughly enjoying.

Motability Operations is a brilliant company to be a part of where you can work with enthusiastic and supportive people and feel part of a great team. I’m sure it’s because of the culture here that it’s such a successful company, and it makes me feel proud to be a part of that.
 

Mark

Financial Control Manager

I joined Motability Operations as an Assistant Accountant in 2005. During my 12 years here I have had six different roles within the Finance Department and have studied towards a professional accountancy qualification. My current role is Financial Control Manager and I am a Fellow of the Chartered Association of Certified Accountants.

As Financial Control Manager I manage two teams across both sites of the Company. In London I manage the Financial Accounting team, who are responsible for preparing the financial statements for publication in the Group’s Annual Report and Accounts, and the monthly Company Performance Report as well as providing technical accounting advice to various stakeholders and projects across the business. In Bristol I manage the Financial Reconciliations team who are responsible for ensuring the accuracy of the Group balance sheet, submitting the monthly VAT returns and ensuring that the Company is compliant with policies.

I thoroughly enjoy working at Motability Operations and believe in its culture to support and develop the people who work here. During my time here I have been fortunate enough to be involved in a number large-scale multi-stakeholder projects. Throughout these projects the company-wide culture has been evident where everyone has pulled together to work collaboratively and positively towards the same goal of achieving high-level results.
 

Ben

BA Team Lead

I joined the Vehicle Remarketing department of Motability Operations straight from university in May 2009. I’ve been here even since, but in that time I’ve have held a number roles – from Sales Executive to Marketing Executive and through to my current role as Business Analysis Team Leader. Each new role has brought with it lots of new challenges and plenty of new lessons to be learnt. At each turn I have had great support from my managers and colleagues, with a guiding but driving leader when I first joined, helping me find my feet, to where I am now with my current manager, being much more hands off and trusting in my experience.

In my current role I split my days between managing a team of 6 very capable Business Analysts and leading the analysis activities on our latest IT project. The split gives me a huge amount of variation day to day; one day I’ll be running workshops, sticking post-it notes all over the walls and the next I might be sitting with someone in my team working on their development plan.
Motability Operations is a very driven company to work for, always expecting but also enabling its employees to perform to their best. With the frequent updates on companywide performance you can really see how you’re contributing to the bigger picture. This is why I’ve spent so long here so far with no intention of leaving - you get a real sense of pride, not just from what you’ve achieved yourself but also the company’s performance overall.
 

Jane

Bristol Campus Receptionist

My current role is as the ‘Bristol Campus Receptionist’. This is a new role to the business and for me, which was created at the end February 2013 when the refurbishment of the building was completed.

My role includes reception duties, such as greeting guests, contractors and employees, signing them in and attending to their needs in the Business Lounge if required. l am also responsible for all of the invoices and purchase orders for the Facilities Department for Bristol, which is a new and challenging role but very interesting, keeping me on my toes! Other duties include taking care of the Recorded Delivery post, booking taxis and train tickets for employees and visitors and general administration duties.

Although l have been in my current role for just a few months, l have actually worked at Motability Operations for 15 years, mostly in Customer Services. l can honestly say, it’s a great company to work for - the training, support and opportunities that are available to every employee are second to none and we have awards to prove it!

The culture here is also embedded throughout the business and is evident everywhere you go. My team, especially my manager, is very supportive, and l know l can approach them if ever I need help or advice, making my working day something l look forward to - not many people can say that. The pay and benefits are excellent too, which is an added bonus. Motability Operations is a great company to work for, l recommend it!

Richard

Dealer Development Manager

I have been employed by Motability Operations since July 2007. I spent the first five years working within mfldirect as a New Business Team Manager. My responsibilities were to firstly recruit and then implement a team to engage with both the used and franchise dealer network. This was to sign up and then aid dealers to become active buyers from mfldirect.

In October 2012 I moved into my role as a Dealer Development Manager covering the South West of England and now manage a selection of groups and independent dealerships. My role involves the day to day management of customer care, dealership performance and fleet growth within our network.

I enjoy my role working for Motability Operations as I see the way the Scheme can change our customers’ lives over the past 40 years. I see first-hand whether it is on dealer visits or attending our One Big Day events how passionate everyone is to represent the scheme. I would say we are unique in that we really work hard to deliver an exceptional customer experience with us and the dealer network.

Another endearing feature of our business is the on-going drive and determination by our directors and senior managers to improve not only the customers’ experience, but also that of the people employed here. Every year we see this with the annual employee survey, in particular the actions that always arise from it, and we also see it with the “look & feel” of the general management style.

I have a great team around me and I feel that the whole of the Dealer Relations Team and in particular, Dealer Development, now have all the resources required to deliver everything asked of it and I look forward to continuing on my journey with Motability Operations contributing what I can along the way.