Customer Delivery Manager

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

• The role supports the effective delivery of Uninsured Driving Prevention activity by coordinating work across operational, data, compliance, and stakeholder priorities, helping ensure activity remains visible, structured, and aligned to strategic outcomes and MIB’s wider “Accelerating to Zero” ambition.
• Working closely with the Senior Uninsured Driving Prevention Manager, this role helps bring together activity across multiple UDP workstreams and disciplines, ensuring progress, risks, and dependencies are visible, monitored, and aligned to strategic delivery outcomes.

Key responsibilities

Delivery Support & Execution

• Support the Senior Uninsured Driving Prevention Manager in the delivery of UDP priorities, including initiatives that contribute to MIB’s wider “Accelerating to Zero” ambition, taking ownership of defined tasks, activity areas, or smaller workstreams.
• Coordinate day-to-day activity across UDP initiatives, ensuring progress is visible, actions are followed through, and delivery remains aligned to agreed objectives.
• Proactively manage actions and help resolve blockers, escalating where appropriate and ensuring issues are not left unattended.
• Take accountability for maintaining own delivery momentum and ensuring commitments are met to support wider UDP outcomes.

Planning & Tracking

• Own and maintain delivery plans, schedules, trackers, and action logs for assigned UDP activity, ensuring they reflect current priorities, risks, and dependencies.
• Monitor progress against milestones, proactively identifying variances, delays, risks, and delivery gaps.
• Provide clear and accurate reporting to support prioritisation, decision-making, and stakeholder confidence.

Stakeholder Management

• Work with the Senior Uninsured Driving Prevention Manager, UDP colleagues, operational teams, data teams, and external stakeholders to support delivery of agreed priorities.
• Prepare updates, packs, briefing materials, and supporting analysis to aid meetings, governance, and decision-making.
• Keep stakeholders informed through clear, timely, and consistent communication, adapting detail and tone for the audience.
• Support meetings and governance forums with agendas, notes, action tracking, and follow-ups.

Dependency & Alignment

• Pull together workstreams across operational, data, compliance, legal, stakeholder, and delivery disciplines to provide an integrated view of progress, risks, dependencies, and alignment against UDP strategic delivery priorities.
• Actively connect teams and information to keep delivery moving smoothly and reduce duplication or drift.

Risk, Issue & Problem Solving

• Support proactive identification of risks and issues across UDP activity, utilising established risk frameworks and escalating where needed with clear context and options.
• Take initiative to resolve straightforward delivery challenges and remove friction from day-to-day activity.
• Suggest improvements to UDP delivery processes, tools, reporting, and ways of working.

Development & Autonomy

• Work with increasing independence on defined UDP activities, with guidance from the Senior Uninsured Driving Prevention Manager.
• Build knowledge of UDP, CIE, stakeholder engagement, delivery governance, and operational change while contributing to team outcomes.
• Take accountability for delivering owned outcomes in line with organisational best practice and the needs of the UDP function.

Skills and Experience 

• Experience supporting delivery within an operational, project, programme, compliance, data, or stakeholder environment, with ownership of defined tasks or smaller workstreams.
• Strong organisational and coordination skills, with the ability to manage multiple priorities, deadlines, and stakeholder expectations effectively.
• Confident tracking activities, identifying risks or delays, and escalating where appropriate with clear context and proposed next steps.
• Good communication skills, able to engage stakeholders and provide clear, timely updates across different levels of detail.
• Detail-oriented with a proactive approach to follow-through, task completion, and maintaining accurate records.
• Foundational understanding of uninsured driving prevention, enforcement, compliance, or regulated operational environments, or the ability to develop this quickly.
• Experience maintaining core governance artefacts such as plans, action trackers, roadmaps, RAID logs, briefing materials, and meeting records.
• Comfortable working with legal, compliance, data, operational, or external stakeholder considerations where accuracy, privacy, and sensitivity are important.
• Able to work independently, using judgement to prioritise, progress work, resolve straightforward issues, and escalate when needed.
• Able to work effectively across cross-functional teams and contribute to continuous improvement in delivery, reporting, and ways of working.
• Demonstrates structured thinking, with the ability to analyse information, identify themes, and support decision-making.
• Understands how delivery activity contributes to business outcomes, stakeholder confidence, UDP strategic objectives, and MIB’s wider “Accelerating to Zero” ambition.
• Applies a customer-centric mindset, considering the impact of delivery activity on customers, stakeholders, and the wider purpose of reducing uninsured driving.
• Shows a positive, curious mindset, with good self-awareness, resilience, and willingness to learn.

Job Title: Customer Delivery Manager
Salary: Circa £55,000
Working Hours: 35
Working Pattern: Monday - Friday, 9am - 5pm
Office Location: Milton Keynes
Job Type: Permanent

IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) from our Milton Keynes office

Other Benefits include: 
Contributory Group Stakeholder Personal pension scheme 
Life Assurance 
Employee Incentive Scheme 
25 days holiday (plus bank holidays) 
Holiday purchase scheme 
Sports and Social Club
24/7 Employee Assistance Programme 
Free access to online tools to support mental and physical health  
Enhanced maternity, paternity and adoption leave 
1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

*We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high*