Service Plan Support Manager
| Company: | Motorplan Ltd |
|---|---|
| Hours: | Full-time |
| Working pattern: | Remote |
| Job type: | Permanent |
| Posting date: | 30 Sept 2026 |
| Closing date: | 30 Oct 2026 |
Summary
Role Purpose
The Service Plan Support Manager leads the team responsible for the day-to-day administration and customer support of MotorPlan's Service Plan product — managing Direct Debit administration, plan queries, cancellations, complaints and customer communications for our dealer, manufacturer and plan-holder customers.
Reporting to the Operations Director, the role ensures the team delivers efficient, accurate and compliant service that protects MotorPlan's customer experience and reputation.
The Manager leads and develops the Service Plan Support team directly, and takes on wider managerial responsibility for the function as it grows — including resourcing, budget input and performance management. The role is highly customer-facing, setting the standard for a high-performance service culture and ensuring every plan-holder, dealer and manufacturer interaction reflects MotorPlan's commitment to service excellence. The Manager also supports the Operations Director in translating strategic decisions into clear operational priorities for the team.
Key Responsibilities
1. Team Leadership & Development
• Line manage the Service Plan Support team (Advisors and Senior Advisors), providing day-to-day direction, coaching and support.
• Conduct regular 1-2-1s, support Personal Development Plans, and lead team forums and training.
• Manage resourcing, workload allocation and absence, including return-to-work meetings and annual leave approval.
• Set and monitor individual and team targets in line with departmental SLAs.
• Support the Operations Director with headcount and budget input for the Service Plan Support team, facilitating resourcing and workforce planning as customer volumes grow.
• Manage formal performance processes — including probation reviews, PIPs and disciplinary matters — in partnership with HR where required.
• Champion a high-performance, customer-first culture within the team, setting the standard for service quality across every customer and client interaction.
2. Service Plan Operations
• Oversee the day-to-day administration of Service Plans, including Direct Debit set-up, changes, failed and returned payments, and cancellations.
• Ensure plan queries, welcome packs, confirmation letters and cancellation processes are handled accurately and within SLA.
• Own and maintain process documentation for all Service Plan administration processes.
3. Complaints & Escalations
• Act as the senior escalation point for Service Plan complaints and complex customer queries.
• Take the lead on complaint handling, logging, root cause analysis and driving positive outcomes within SLA.
• Report on complaint performance and trends, recommending preventative action.
4. Quality & Compliance
• Perform regular QA and audit checks on completed work, ensuring adherence to process and Direct Debit Guarantee scheme requirements.
• Address and rectify any shortcomings through coaching, recommending process improvements where required.
• Ensure the team complies with company policy, GDPR and other relevant regulatory requirements.
5. Reporting & MI
• Provide daily, weekly and monthly MI on Service Plan performance, complaints and KPIs to the Operations Director.
• Work with the Operations Director to prepare MI for presentation to senior stakeholders.
6. Stakeholder & Dealer Relationships
• Maintain strong working relationships with dealer partners, manufacturers and internal teams, including Sales, Commercial and IT.
• Support new dealer and manufacturer scheme launches from a Service Plan administration perspective.
7. Continuous Improvement
• Identify and implement improvements to Service Plan administration processes, systems and customer communications.
• Support the roll-out of new Service Plan campaigns, pricing changes or system enhancements.
8. Strategic Implementation
• Support the Operations Director in translating strategic decisions into clear operational plans and priorities for Service Plan Support.
• Represent the team's customer experience perspective in cross-functional and strategic planning discussions.
• Own delivery of change initiatives affecting Service Plan Support, ensuring the team is briefed, trained and ready ahead of go-live, with no disruption to customer service levels.