A Spotlight On: Sue Rodriguez
If you’ve worked with CPC Drive or had anything to do with NOE CPC’s managed service, chances are you already know Sue Rodriguez – or at least you’ve heard of her. Often called “the Oracle” by her team, she’s been at the heart of CPC Drive since the beginning and remains a driving force behind its success.
With over 24 years in the lease car space, and nearly 40 years in fleet overall, Sue’s experience speaks for itself. She’s helped shape the scheme from day one, guided countless organisations through the process, and still keeps one eye firmly on the future too.
Here, Sue shares some thoughts on how things have changed, what keeps her motivated, and what advice she’d give to someone stepping into a similar role.
You’ve worked in this area for over two decades. How has that experience shaped how you work today?
One of the biggest things I’ve learned is to go with the flow. You can plan your day all you like, but what you think you’re going to get done isn’t always what ends up getting done – especially in the NHS. Systems go down, customer queries pop up, priorities shift... you’ve just got to be ready to pivot when things change.
The NHS works very differently to other sectors I’ve experienced, and that took a bit of getting used to. Now it feels normal, but back then it was definitely a bit of a culture shock. Every trust runs slightly differently too, so you’re constantly adjusting. But I think that variety is part of what I enjoy – you just take each day as it comes.
Having a supportive team around me has made all the difference. We all work together, and we’re all trying to do right by the customer.
You’ve been involved with CPC Drive since the beginning. What’s it been like to see it evolve?
It’s been incredibly rewarding, especially when I think back to how it all started. When we first launched the scheme back in 2010, salary sacrifice for cars was still quite new. Trying to get people to sign up was a real challenge – even we weren’t completely sure how it would take off.
Fast forward to now, and we’ve got more customers using the framework than ever before. It’s grown so much further than we imagined at the start.
These days, it’s all about keeping things relevant. Legislation changes, tax rules shift, there are net zero targets to consider – so we’ve always got to stay ahead. What we put in place now has to work five years from now, so it’s all about planning forward.
What do you enjoy most about your job?
It’s the variety, hands down. No two days are ever the same – there’s always a new query to answer, a deadline to hit, or a customer to support. You never know quite what’s coming next, and I actually like that.
But more than anything, I really believe in what we’re delivering. I wouldn’t be putting the time and effort in if I didn’t. I want the CPC Drive framework – and the managed service team – to be the best it can possibly be. We’re proud of the level of customer service we offer, and I think that shows. We go the extra mile, and that’s something we all take seriously.
What’s something you’ve worked on recently that made you proud?
It’s always lovely when a customer recommends us to someone else. That kind of trust means a lot – it shows they’re happy with the service, and it’s led to a steady stream of new opportunities, all through word of mouth.
Another big moment recently was reaching 1,000 vehicles on fleet through the managed service. In all my years doing this, we’ve never hit that number before. It’s a huge milestone and shows just how much the service has grown. Hopefully, we’ll get to 2,000 before I retire!
How do you feel your work supports both your team and the organisations you help?
I’ve worked in fleet for nearly 40 years now – both supplier side and customer side – so I’ve seen the industry from different angles. That experience has been really valuable, especially in such a niche area. It means I can help my colleagues with things they might not have come across before.
And when it comes to customers, a lot of them just don’t have the internal capacity to manage the scheme themselves. That’s where we come in. We act as an extension of their organisation – doing all the admin, handling the tricky stuff, and giving them peace of mind. They get all the benefits without the workload.
What advice would you give to someone starting in a similar role?
Take your time. It’s not a straightforward role, and it’s not something you’ll learn overnight. Every customer has different requirements, and every scheme has its own quirks, so it’s a lot to take in at first.
Don’t be afraid to ask questions and don’t expect to know it all straight away. You’ll get there, but it is a learning curve, just know that the support’s there if you need it, and everyone’s happy to help.
What’s something about your role or your team that people outside NOE CPC might be interested to learn?
None of us had a background in fleet when we started. I’ve taught myself most of what I know, and my team came from all sorts of different industries. It just goes to show – if you’ve got the right attitude and you’re willing to learn, you can go far in this role.
We actually prefer it that way now. We’ve learned that it’s better to bring in people with strong customer service skills and train them up, rather than unpicking old habits. We can show them how we do things – and that’s worked really well for us.
You’re seen as the team’s ‘guru’ for everything CPC Drive related. What helped you grow into that role?
I’ve always had confidence in the managed service and what it could offer. But in the early days, I didn’t always have the opportunity to show what I could bring to the table.
That’s changed over time. As we became more involved in the wider organisation, I started to better understand where I could lead, where I could push, and where I could really add value. It helped me find my place – and gave me the confidence to step up a bit more.
Now, I’ve got stronger relationships with our customers and they come directly to me with things. And when your team starts calling you “the Oracle” and joking that they’re not going to let you retire… that’s when you realise you must be doing something right.
For me, it all comes back to trust. I’m open with customers. If something goes wrong, I tell them. I won’t dress it up – I’ll explain what happened, what we’re doing to fix it, and how we’re making sure it doesn’t happen again. That kind of honesty builds trust. And that trust is what keeps people coming back.
Finally, with retirement just around the corner, what one piece of advice would you pass on?
Build relationships. With customers, colleagues, suppliers – everyone. If people trust you, they’ll rely on you. And when they rely on you, your role becomes a lot more meaningful.
And one more thing… never assume. Always check the details, ask the follow-up questions, and get the full story before you act. It’ll save you from digging yourself into a hole. Trust me!
If you would like to learn more about the CPC Drive Managed Service offering you can find more information at www.cpcdrive.com or contact sue and her team of experts on cpcdrive.lypft@nhs.net. Don’t forget to keep an eye out for more interviews with the CPC Drive Managed Service team later this month!