Service Delivery Analyst

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

We're looking for a proactive and analytical Service Delivery Analyst to play a key role in driving operational excellence, service improvement, and customer satisfaction across our business.

This is an exciting opportunity for someone with experience in finance operations, dealer management systems, and process improvement who enjoys working collaboratively with both UK-based and offshore teams. You'll be instrumental in ensuring robust controls, delivering service improvements, and supporting the business through change while maintaining a strong customer-first approach

What You'll Be Doing!

As a Service Delivery Analyst, you'll be responsible for supporting and improving business performance through effective service delivery, stakeholder engagement, and process optimisation.

Key responsibilities include:

• Monitoring performance and controls across your area of responsibility.
• Supporting and developing relationships with offshore teams to ensure service levels are achieved.
• Driving continuous process improvement initiatives and identifying opportunities for increased efficiency.
• Conducting analysis of team performance, ways of working, and operational effectiveness.
• Managing stakeholder relationships across the business to support change initiatives and business priorities.
• Ensuring key controls, reconciliations, and compliance activities are completed and maintained.
• Reviewing and updating Standard Operating Procedures, recommending improvements where appropriate.
• Providing exceptional customer service to both internal and external stakeholders, including supplier engagement via telephone.
• It may be necessary to support our offshore teams through coaching and or sharing your motor vehicle industry knowledge

About You!

We're looking for someone who combines strong analytical skills with a passion for delivering excellent service and driving improvements.

You'll ideally have:

• Strong working knowledge of the motor industry and dealer management systems.
• At least 2 years' experience in Accounts Payable, Accounts Receivable, or Order-to-Cash functions.
• Experience working within an FCA-regulated environment.
• The ability to influence and support teams across multiple locations.
• Experience managing workloads and prioritising effectively within a developing team environment.
• Strong stakeholder management and communication skills.
• A continuous improvement mindset and enthusiasm for delivering change.

Desirable:

• Legal knowledge or experience

What Success Looks Like!

In this role, you'll be measured against:

• Achievement of offshore service level agreements.
• Maintaining effective controls and reconciliations.
• Delivery of continuous improvement initiatives.
• Regular review and enhancement of operational procedures.
• Positive outcomes for customers, colleagues, and stakeholders

Core Benefits:

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

• Eyecare vouchers to help cover vision care needs
• Smart Health – 24/7 access to GP services to support your mental and physical wellbeing
• Dental insurance for everyday dental care and unexpected treatments
• Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
• Free will writing services to help plan for the future
• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

• Discounted gym memberships to support an active lifestyle
• Travel insurance to help you explore with confidence
• Access to home and technology vouchers
• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.