Field Operations Manager

Car Benefit Solutions
Redhill, Surrey
£28000 - £32000/annum
18 Jun 2017
18 Jul 2017
Contract Type
Full Time
Main Purpose of Job
To deliver an outstanding customer experience first time, every time throughout the entire customer - CBS relationship. 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 maximise the fleet potential.

Company Vision
To be the leading Employee Car Ownership provider in the UK Automotive Sector, leading in terms of quality, standards, expertise and value added.

Department Overview
The Customer Experience Team is responsible for delivering excellence and expertise at every stage of interaction with the client. 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 maximise CBS business growth and retention.

Key Accountabilities
• 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 business requirements and customer needs
• Manage and document scoping, implementation, training, review, compliance and Year End meetings and audits in line with all scheme and customer requirements
• Manage all scheme HMRC clearance applications, 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.
• Contribute to all scheme materials and operational guides working with the marketing team and in consultation with the Compliance and Technical Managers
• 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
• Produce and circulate clear, accurate and relevant Management Information and reports as requested by the Field Operations Team Manager.
• Use analytical skills to review, identify, document and, where appropriate, make recommendations for scheme efficiencies/improvements
• Deliver outstanding customer service, agreeing SLA’s with all stakeholders and reporting on results
• Remain abreast of external developments and potential threats to all CBS scheme solutions, communicate and document these with the Technical Manager
• Be proficient in the use of STORM, CRM, Dynamics, Excel and CBS websites and any such additional IT systems that are adopted by CBS
• Provide the CBS Management Board and Directors with reports relating to the Customer Experience Team goals, roles and processes as and when required

• GCSE’s grade C and above to include Math & English is essential
• A’ level education is desirable
• Educated to degree level is desirable
• Accountancy qualification is desirable

Essential Skills, Knowledge and Attributes
• Good IT, Excel and MS Office skills
• Ability to understand, articulate, document and deliver against customer and commercial needs
• Strong and effective analytical, verbal and written communication skills at all levels
• Meticulous organisation skills
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment

Desirable Skills, Knowledge and Attributes
• Knowledge of CBS products and systems
• 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 schedules

• 25 days annual leave (able to buy or sell up to 5 days)
• 5% non contributory pension after 3 months
• Bupa and Medicash after after probation
• Access to Car Schemes after probation

Salary being offered is dependant upon skills and experience