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Posted 17 days ago
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Location:
Salary:
£30 to £32k basic with c£5.5k OTE
Job type:
Permanent
Business sector:
B2B
Contact:
Candidate Services
Category:

Field Operations Manager

Our client 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. They 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. They offer a comprehensive benefit and rewards package, ranging from health and wellbeing initiatives to discounted car schemes and flexible working. They're 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, they also have also won local Made in Bury Business Awards.

Position: Field Operations Manager
Location: Regional
Type: Full time
Salary: £30 to £32k basic with c£5.5k OTE
Hours: 40
Benefits: 25 days' holiday plus buy/sell policy of up to 5 days, BUPA - Private medical insurance, sponsored car schemes, 5% minimum employer pension contribution, Employee Assistance Programme (24/7 wellbeing support), Medicash (Subsidised dental, optical and alternative therapies, death in service insurance

Role:

To deliver an outstanding customer experience first time, every time throughout the entire customer – client relationship, creating an excellent customer experience whilst building loyal promoters and supporters of their business. To ensure all schemes are properly implemented, operated and reviewed in accordance with client policies and objectives, compliance matters and commitments, operating protocols, processes and systems, so that the combined Sales Team can grow and maximize the fleet potential. To champion the Customer Centricity values are at the core of their 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 business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximize their business growth and retention.

Responsibilities:

  • Manage the operational customer relationship to deliver an outstanding customer experience for every stage of interaction with their schemes, solutions and customer requests.
  • Manage an allocated region for the operation and improvement of all their 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 their 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 Disclosure, 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, client, manufacturer and relevant third party needs.
  • Maintain all their scheme operational and reporting documentation as directed by the Field Operations Team Manager for use by customers, cl;ient and third party providers.
  • Work closely with all customers, clients and our clients 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.
  • Be proficient in the use of all their IT Systems.


Skills, Knowledge & Attributes:

  • 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.
  • Experience in CRM.
  • 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.
  • 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.


You may have experience of the following: Field Operations Manager, Operations Manager, Business Support, Business Support Executive, Operations Assistant, Operations Coordinator, Area Manager, Field Sales Manager, Key Account Manager, Account Management, Automotive, Fleet Operations Manager, Fleet Sales Manager, etc.

Ref: 98675

Field Operations Manager

Our client 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. They 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. They offer a comprehensive benefit and rewards package, ranging from health and wellbeing initiatives to discounted car schemes and flexible working. They're 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, they also have also won local Made in Bury Business Awards.

Position: Field Operations Manager
Location: Regional
Type: Full time
Salary: £30 to £32k basic with c£5.5k OTE
Hours: 40
Benefits: 25 days' holiday plus buy/sell policy of up to 5 days, BUPA - Private medical insurance, sponsored car schemes, 5% minimum employer pension contribution, Employee Assistance Programme (24/7 wellbeing support), Medicash (Subsidised dental, optical and alternative therapies, death in service insurance

Role:

To deliver an outstanding customer experience first time, every time throughout the entire customer – client relationship, creating an excellent customer experience whilst building loyal promoters and supporters of their business. To ensure all schemes are properly implemented, operated and reviewed in accordance with client policies and objectives, compliance matters and commitments, operating protocols, processes and systems, so that the combined Sales Team can grow and maximize the fleet potential. To champion the Customer Centricity values are at the core of their 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 business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximize their business growth and retention.

Responsibilities:

  • Manage the operational customer relationship to deliver an outstanding customer experience for every stage of interaction with their schemes, solutions and customer requests.
  • Manage an allocated region for the operation and improvement of all their 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 their 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 Disclosure, 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, client, manufacturer and relevant third party needs.
  • Maintain all their scheme operational and reporting documentation as directed by the Field Operations Team Manager for use by customers, cl;ient and third party providers.
  • Work closely with all customers, clients and our clients 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.
  • Be proficient in the use of all their IT Systems.


Skills, Knowledge & Attributes:

  • 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.
  • Experience in CRM.
  • 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.
  • 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.


You may have experience of the following: Field Operations Manager, Operations Manager, Business Support, Business Support Executive, Operations Assistant, Operations Coordinator, Area Manager, Field Sales Manager, Key Account Manager, Account Management, Automotive, Fleet Operations Manager, Fleet Sales Manager, etc.

Ref: 98675

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