Marston Holdings
Operations Manager (Client Account Manager)
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Operations Manager (Client Account Manager)
Operations Manager (Client Account Manager)
Location: Coventry (Onsite, Full-Time, Permanent)
About the Role
Are you an experienced people manager with a passion for operational delivery and client relationships? Do you thrive in a fast-paced environment where no two days are the same?
We’ve got an exciting opportunity for a Operations Manager (Client Account Manager) to join our NSL Transportation division, supporting parking enforcement operations within the local authority sector.
At NSL, part of Marston Holdings Ltd, we deliver essential frontline services that help keep communities safe, accessible, and moving. While many know us for parking enforcement, our work goes far beyond this. We provide innovative transport and public service solutions across the UK, supporting both local authorities and the wider community.
The role is hands-on and dynamic, requiring strong leadership, communication, and problem-solving skills.
Key Responsibilities
Operational Delivery & Client Management
- Ensure operations are delivered in line with agreed budgetary constraints, maintaining effective cost control and operational efficiency.
- Prepare, review, and complete monthly Profit and Loss (P&L) reports, identifying variances and implementing corrective actions.
- Guarantee adherence to contractual KPIs, SLAs, compliance standards, and financial targets.
- Manage day-to-day operational delivery of parking enforcement services.
- Act as the key client contact, building and maintaining strong working relationships with clients and stakeholders.
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Team Leadership & Development
- Lead, motivate, and develop Team Leaders, Supervisors, and frontline operational staff.
- Manage performance, absence, disciplinary matters, recruitment, and staff development.
- Monitor operational performance and identify opportunities for continuous improvement.
Cross-Departmental Collaboration
- Work collaboratively with internal departments to ensure service excellence.
- Produce reports, attend client meetings, and provide operational updates as required.
Essential Requirements & Skills
We are looking for a confident and professional manager who can balance operational performance with excellent client relationship management.
Experience & Technical Skills
- Previous experience managing operational teams in a customer-facing environment.
- Strong leadership and people management skills.
- Proven experience in managing KPIs, SLAs, and operational performance.
- Ability to manage client relationships and communicate effectively with stakeholders.
- Experience in HR-related matters, including performance management and recruitment.
- Strong organisational and problem-solving abilities.
- Commercial awareness with exposure to budgets and operational targets.
- Excellent written and verbal communication skills.
- IT literate (Microsoft Office: Word, Excel, Outlook).
- Target-driven, with the ability to work under pressure.
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Desirable (Not Mandatory)
- Previous experience in parking, enforcement, transport, security, facilities management, or operational services.
- Full UK Driving Licence.
- Knowledge of parking legislation (training will be provided).
What We Offer
| Perk | Detail |
|---|---|
| Salary | Competitive |
| Performance Bonus | Based on targets |
| Annual Leave | 25 days + bank holidays |
| Pension Scheme | Available for employees |
| Family Support | Enhanced maternity and paternity packages |
| Discounts | Retail, travel, leisure, and wellbeing services |
| Career Growth | Opportunities in a growing national business |
Additional Notes
- Full-time, permanent role based in Coventry.
- Successful candidates will undergo DBS clearance checks.
- DBS clearance is mandatory for employment.
- Employees must inform the company of any personal circumstances affecting employment.
About NSL & Marston Holdings Ltd
At NSL and Marston Holdings, we are proud to be an equal opportunities employer. We are committed to creating an inclusive workplace where everyone is treated fairly and with respect, regardless of gender identity/expression, race, religion, age, disability, sexual orientation, or any other protected characteristic.
Ready to take the next step? Apply today and a member of our recruitment team will be in touch.
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