Are you ready to create exceptional customer experiences, drive success and make an impact?
As a Field Operations Manager, you'll play a pivotal role in ensuring that schemes are implemented, operated and reviewed efficiently. You'll ensure compliance with client policies, uphold CBS commitments, and drive the growth and potential of the CBS Sales Team's fleet.
This role goes beyond operations—it's about delivering outstanding customer journeys. You'll ensure every interaction is seamless and memorable, fostering loyal advocates for CBS and strengthening relationships with our customers.
Salary: £40,000 - £42,000 per annum
Hours: 35 hours per week, Monday to Friday
Location: Field-based, working from home with travel to customer appointments as needed and occasional travel to our Head Office in Bury, Greater Manchester.
Preferred location: South of England. We'll be accepting candidates living South of Cheltenham/Luton/Colchester. Ideally you'll be located centrally within the South of England, but understand occasional travel to customers in the far South-East or South-West may be required.
We have a comprehensive induction program, so the requirement to be in the office during your first month will be greater whilst you get to know our business and our people.
Enjoy great benefits! As a car-entitled employee, you’ll have access to our Employee Car Ownership Scheme (ECOS)—choose from a car at no cost or upgrade and make a monthly contribution.
Join us and be part of a forward-thinking team that values innovation, efficiency, and customer excellence.
Ready to take on this exciting opportunity? Apply today and let’s drive success together!
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 3-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 the operational customer relationship to deliver an exceptional experience across all CBS schemes and touchpoints.
- Use data insights to inform customer engagement strategies, identify operational gaps, and drive improvements.
- Account manage a defined region, ensuring schemes are operated in line with CBS values, customer needs, and commercial objectives.
- Collaborate with internal teams and clients to resolve issues efficiently, 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 compelling presentations and reports that combine customer insights with commercial analysis to support decision-making and compliance in accordance with customer, CBS, manufacturer and relevant third party needs.
- Build strong data-informed relationships with customers to support continuous improvements and innovation through our products, systems and services.
Process Improvement & Innovation
- Identify and lead change initiatives using data to support continuous improvement and enhance customer satisfaction and loyalty in relation to CBS products and people.
- Actively contribute to project work, collaborating with UX/UI, Business Analysts, and development teams to evolve systems and processes.
- Maintain and improve scheme documentation, operational guides, and reporting tools in collaboration with Marketing, Compliance, and Technical teams.
Reporting & Data Analysis
- Lead on data analysis and reporting to support scheme compliance, audit readiness, and commercial performance to add maximum value to the customer, CBS, the manufacturer and any third party relationships
- Provide actionable insights through accurate, timely, and relevant reporting to CBS, clients, manufacturers, and third parties working with the Technical Manager where required
- Produce accurate and relevant Management Information and reports as requested by the Operations Team Manager/Head of Department/Board of Directors,
- Apply commercial acumen to interpret data, make recommendations, and influence strategic decisions that enhance scheme value and customer loyalty.
- Manage and maintain all activities within the CRM systems and document all current and future tasks which align to your customer account plans and requirements.
- Use advanced Excel, CRM (Dynamics), and internal systems to produce management information that identifies trends, risks, and opportunities.
Essential
- Previous experience in an account management or similar role.
- Strong and effective analytical, verbal and written communication skills.
- Good IT and organisational skills.
- Commercial and financial understanding.
- 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.
Please note as part of our pre-employment checks, all successful applicants must undergo a standard DBS check prior to starting employment.
