At a Glance
- Tasks: Lead customer experience and operational strategies while managing a defined region.
- Company: Join Car Benefit Solutions, a top-rated employer in the automotive sector, known for innovation and employee wellbeing.
- Benefits: Enjoy a competitive salary, remote work options, and access to a car ownership scheme.
- Other info: Candidates must be based in the Midlands and will undergo a basic DBS check.
- Why this job: Make a real impact by enhancing customer journeys and driving operational excellence in a supportive team.
- Qualifications: Previous account management experience and strong analytical skills are essential; customer service background is a plus.
The predicted salary is between 34000 - 42000 £ per year.
Pay Information
- Pay range: £40,000 - £42,000 per annum
- Hours: 35 hours per week, Monday – Friday
- Location: Field‐based; travel to customer appointments and occasional travel to our Head Office in Bury, Greater Manchester
Description
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 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.
Responsibilities
- 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 continually improving our products, services and the customer experience.
- Remain abreast of external developments and potential threats to all CBS scheme solutions, communicating and documenting 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 optimise 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.
- 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.
- Lead on data analysis and reporting to support scheme compliance, audit readiness, and commercial performance to add maximum value to the customers, CBS, the manufacturer, and any third‑party relationships.
- Provide actionable insights through accurate, timely, relevant reporting to CBS clients, manufacturers, and any third parties.
- Produce accurate, relevant Management Information reports as requested by the Operations Team Manager, Head of Department, or Board of Directors.
- Apply commercial acumen, interpret data, make recommendations, influence strategic decisions, and enhance scheme management activities.
- Manage and maintain all activities within the CRM systems and document all current and future tasks that 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 Qualifications
- 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 Qualifications
- 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 basic DBS check prior to starting employment.
#J-18808-Ljbffr
Field Operations Manager (Midlands) in Bury employer: Car Benefit Solutions
At Car Benefit Solutions, we pride ourselves on being an exceptional employer that places our employees at the forefront of our success. Our vibrant work culture fosters collaboration and innovation, while our comprehensive benefits package, including competitive rewards, health and wellbeing support, and opportunities for professional growth, ensures that our team members thrive both personally and professionally. Join us in shaping a customer-centric future where your leadership will directly influence our operational excellence and long-term business success.
StudySmarter Expert Advice🤫
We think this is how you could land Field Operations Manager (Midlands) in Bury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Car Benefit Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Car Benefit Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Field Operations Manager (Midlands) in Bury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Car Benefit Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Car Benefit Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Car Benefit Solutions!
How to prepare for a job interview at Car Benefit Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
