Field Operations Manager (North East)

15th June 2022

We Are Car Benefit Solutions

Car Benefit Solutions is the leading provider of Employee Car Ownership Schemes in the UK, delivering complete solutions that span consultancy and scheme design through to implementation and fleet management. We have a strong client base in Automotive and Corporate sectors, working in partnership with over 30 manufacturer brands to deliver schemes to more than 300 businesses and over 2000 franchise dealerships. We are a 2 star outstanding best companies to work for, 3rd best company to work for in the Business Services sector UK wide, 26th best mid-sized company UK wide and one of the top 35 employers in the North West. As well as Gold Investors in People Status, we have also been accredited as a We Invest In Wellbeing Silver employer.

The Role

To deliver 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.

To ensure all schemes are properly implemented, operated and reviewed in accordance with client policies and objectives, compliance matters and CBS commitments, operating protocols, processes and systems, so that the combined CBS Sales Team can grow and maximize the fleet potential.

To champion the Customer Centricity values are at the core of our operations and support the business values and ambitions.

The Challenge Ahead

The Customer Experience Team are responsible for delivering excellence and expertise at every stage of interaction with the client whilst operating in a Customer Centric manner and creating an outstanding customer experience.

The Customer Experience Team will work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximize CBS business growth and retention.

The Responsibilities

Customer Experience & Strategy

• Manage the operational customer relationship to deliver an outstanding customer experience for every stage of interaction with CBS schemes, solutions and customer requests

• Manage an allocated region for the operation and improvement of all CBS schemes in line with customer centricity values, business requirements and customer needs

• Account manage these customers in a timely manner for growing, retaining and maintaining effective customer relationships

• Work closely with all customers, clients and CBS teams to efficiently identify, analyse, document and resolve issues ensuring a satisfactory, evidenced outcome for all parties and seeking to continuously improve our products, services and the customer experience

• Remain abreast of external developments and potential threats to all CBS scheme solutions, communicate and document these with the Technical Manager

• Take accountability for all customer needs from all customer profiles, including but not limited to automotive, supplier, manufacturer and corporate clients

• Deliver strong presentations, analysis and reporting to support all stages of engagement and ongoing scheme compliance in accordance with customer, CBS, manufacturer and relevant third party needs

• Build strong customer relationships to drive continuous improvements through our products, systems and services to ensure that the customer has a voice and contributes to a customer driven evolution of the solutions

Process Improvement & Innovation

• Drive and take accountability for change requests through seeking out opportunity for continuous improvements identified to meet customer needs and increase the customer satisfaction and loyalty in relation to CBS products and people

• Contribute to and maintain scheme materials, operational guides and reporting documentation, working with the marketing team where required and in consultation with the Compliance and Technical Managers

• Work with the Field Operations Support Manager to manage all scheme Full Disclosure Notification Packs (FDNP), follow ups and ongoing compliance. Conduct this work with the engagement and approval of the Technical Manager

Reporting & Data Analysis

• Manage customer needs in relation to scheme compliance and audits and provide accurate and useful reporting and analysis to add maximum value to the customer, CBS, the manufacturer and any third party relationships

• Manage all scheme Full Disclosure Notification Packs (FDNP), follow ups and ongoing compliance. Conduct this work with the engagement and approval of the Technical Manager

• Produce accurate and relevant Management Information and reports as requested by the Field Operations Team Manager/Head of Department/Board of Directors, using analytical skills to review, identify, document and, where appropriate, make recommendations for scheme efficiencies/improvements.

• Be proficient in the use of CRM, Dynamics, Excel and CBS websites and any such additional IT systems that are adopted by CBS

The Person Profile

Skills, Knowledge & Attributes

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

The Role

Contact

Permanent

Team Name

Customer Experience Team

Hours

35

Location

North East

Closing Date

15/07/2022

Why Work for CBS?

  • 25 days’ holiday plus buy/sell policy of up to 5 days
  • BUPA – Private medical insurance
  • Sponsored car schemes
  • 5% pension contribution
  • Medicash (Subsidised dental, optical and alternative therapies
  • Death in service insurance
  • Flexible working opportunities

The Office

  • The Barracks Site – Modernised ex Fusiliers Museum
  • Friendly working environment
  • Annual Summer & Christmas Parties
  • Social Committee
  • Accessible by Metrolink
  • Free secure parking
  • On-site Café

Are you CBS?

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