Field Operations Manager

27th April 2021

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 25 manufacturer brands to deliver schemes to more than 300 businesses and 2000 franchise dealerships. We offer a comprehensive benefit and rewards package, ranging from health and wellbeing initiatives to discounted car schemes and flexible working. We are a 3 star outstanding best companies to work for and one of the top 75 employers in the North West. As well as Silver Investors in People Status, we have also won local Made in Bury Business Awards.

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 is 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 CET department 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

  • 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
  • Record all customer activity on CRM to evidence high levels of customer engagement and proactive interactions around the operations of CBS scheme solutions
  • Take accountability for all customer needs from all customer profiles, including but not limited to automotive, supplier, manufacturer and corporate clients
  • Manage and document scoping, implementation, training, review, compliance and Year End meetings and audits in line with all scheme and customer requirements
  • 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
  • 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
  • Maintain all CBS scheme operational and reporting documentation as directed by the Field Operations Team Manager for use by customers, CBS and third party providers
  • 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
  • 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
  • Produce accurate and relevant Management Information and reports as requested, using analytical skills to review, identify, document and, where appropriate, make recommendations for scheme efficiencies/improvements
  • Remain abreast of external developments and potential threats to all CBS scheme solutions, communicate and document these with Senior Management
  • Be proficient in the use of STORM, CRM, Dynamics, Excel and CBS websites and any such additional IT systems that are adopted by CBS

The Person Profile

Qualifications

  • GCSE’s grade C and above to include Math & English
  • A’ level education
  • 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 Experience in CRM 
  • Experience in Microsoft Power BI Meticulous organisation skills 
  • Commercial, analytical and financial understanding 
  • Previous experience dealing with compliance (e.g. FCA, GDPR) 
  • Customer service / account management 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 
  • Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment 
  • Previous motor-trade experience Previous finance or leasing experience

Please note, we do not accept any form of unsolicited direct contact from agencies that are not on our PSL.

The Role

Contact

Lucy Haselden

Team Name

Customer Experience Team

Hours

35 hours Mon - Fri

Location

Central/West England

Closing Date

26/05/2021

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

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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