Field Operations Manager (South)

Job Description

As a Field Operations Manager, your responsibility will be to ensure that all schemes are implemented, operated, and reviewed correctly. This includes adhering to client policies and objectives, compliance matters, CBS commitments, as well as operating protocols, processes, and systems. By doing so, you will contribute to the growth and maximisation of the fleet potential of the combined CBS Sales Team.

You will be responsible for the delivery of an outstanding customer experience first time, every time throughout the entire customer / CBS relationship, creating an excellent customer experience whilst building loyal promoters and supporters of the CBS business. The salary banding for this role is between £38,000 - £40,000 per annum. The working hours are 35 hours per week, from Monday to Friday.

The role will be field-based. You will work from home and travel to customer appointments when required, with occasional travel to Head Office in Bury, Greater Manchester. Ideally, you'll be based somewhere close to the South of England. As we have a comprehensive induction plan, the expectation of office attendance in the first month will be greater.

As a car-entitled employee at CBS, you’ll have access to our Employee Car Ownership Scheme (ECOS). You can choose from a wide range of cars and pay nothing, or choose a more expensive car and make a monthly contribution.

About Us
At Car Benefit Solutions, we specialise in providing Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. With support from leading motor manufacturers and managed by our dedicated team at CBS, our schemes are thoughtfully designed to bring benefits to both employers and employees.

We have a strong reputation in the Automotive and Corporate sectors. We are proudly recognised as a 2-star outstanding best company to work for, ranked 3rd in the Business Services sector. Additionally, we are among the top 25 employers in the Northwest region. Our Gold status further exemplifies our commitment to our people as Investors in People and We Invest in Wellbeing.

Responsibilities
Customer Experience & Strategy

• Manage customer relationships, specifically CBS schemes, solutions, and requests.
• Allocate and manage an operational region for CBS schemes.
• Grow, retain, and maintain effective customer relationships.
• Collaborate with customers, clients, and CBS teams to identify and resolve issues for improved products, services, and customer experience.
• Stay informed about external developments and threats to CBS scheme solutions.
• Take responsibility for customer needs across various profiles.
• Create presentations, analysis, and reporting for engagement and scheme compliance.
• Build strong customer relationships to drive improvements in products, systems, and services.
  

Process Improvement & Innovation

• Drive and take accountability for change requests, continuously improving customer satisfaction and loyalty in relation to CBS products and people.
• Actively engage in project work, collaborating with the development team to evolve systems and processes.
• Contribute to and maintain scheme materials, operational guides, and reporting documentation in consultation with Compliance and Technical Managers.

Reporting & Data Analysis

• Manage customer needs related to scheme compliance and audits.
• Provide accurate reporting and analysis to add value to the customer, CBS, the manufacturer, and third-party relationships.
• Provide supporting documents, reports, and technical guidance on legislation and compliance, with support from the Compliance and Technical Managers.
• Produce customer updates on a weekly and monthly basis for the Operations Team Manager/Head of Department/Board of Directors.
• Review, identify, document, and make recommendations for scheme efficiencies/improvements.
• Proficient in CRM, Excel, CBS websites, and other IT systems adopted by CBS.

Requirements

Essential

• Previous experience in an account management role
• Ability to understand, articulate, document and deliver against customer and commercial needs
• Strong and effective analytical, verbal and written communication skills at all levels
• Good IT, Excel and MS Office skills
• Meticulous organisation skills
• Commercial and financial understanding
• Assimilation of data to manage key accounts effectively
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment

Desirable

• Experience in Microsoft Power BI
• Previous experience dealing with compliance (e.g. FCA, GDPR)
• Customer service experience in a professional, automotive or financial services environment
• Experience in process mapping, auditing and report writing
• Ability to formulate, deliver and monitor training and development programmes
• Knowledge of CBS products and systems
• Previous automotive experience

Please note as part of our pre-employment checks, all successful applicants must undergo a standard DBS check prior to starting employment.

Benefits