Client Services Manager

World Fuel Services; Elland; Hybrid; GBP 40,000 - 56,000; Full time

Job summary

World Fuel in Elland, West Yorkshire, is seeking a Client Services Manager to lead a high-performing team and deliver exceptional customer experiences. You will coach staff, manage escalations, and partner with Sales and Operations to maintain service excellence, while fostering continuous improvement in a hybrid work environment.

The role focuses on coaching teams, improving processes, and driving a customer-first culture across departments to sustain high standards of service delivery.

Qualifications

• Previous experience leading a customer service, client services, account management, or operations team.
• Ability to coach, motivate and develop people.
• Experience handling customer escalations and service issues.
• Strong stakeholder management skills.
• Experience improving processes and driving operational performance.

Responsibilities

• Lead, mentor and develop the Client Services Team.
• Deliver professional, timely, and accurate customer support.
• Oversee escalation handling and resolution of customer enquiries.
• Drive process improvements and monitor KPIs.
• Collaborate with Sales, Operations and Leadership to ensure a consistent customer experience.

Skills

Leadership

Coaching

Stakeholder management

Problem solving

Communication

MS Office

Tools

MS Office

Job description

At World Fuel, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Location

Elland, West Yorkshire

Work Pattern

Hybrid (Office in Elland Monday to Wednesday | Remote Thursday and Friday)

The Opportunity

We're looking for a Client Services Manager to lead and develop a high-performing Client Services team while delivering an outstanding experience for our customers and business partners. This is an exciting opportunity for an experienced people leader who enjoys coaching teams, driving continuous improvement, solving problems, and ensuring customers receive first-class service. If you're passionate about customer experience, operational excellence, and developing people, we'd love to hear from you.

What You'll Do

• Lead & Develop Your Team
  Manage, mentor, and develop the Client Services Team.
  Delegate workload effectively and ensure priorities are delivered on time.
  Conduct regular one-to-one meetings, coaching sessions, and performance discussions.
  Foster a positive, collaborative, and high-performance team culture.
  Support team development through training and continuous learning opportunities.
• Deliver Exceptional Customer Service
  Ensure customers receive professional, timely, and accurate support.
  Oversee the resolution of customer enquiries and escalations.
  Manage customer complaints through to successful resolution.
  Act as the senior escalation point for complex customer issues.
  Champion a customer-first mindset across the team.
• Drive Operational Excellence
  Monitor team workloads, service levels, and KPI performance.
  Identify opportunities to streamline processes and improve efficiency.
  Implement service improvements that enhance both customer and employee experiences.
  Ensure all activities are completed in line with company policies and industry requirements.
  Maintain and update team processes as the business evolves.
• Build Strong Relationships
  Partner with Sales, Operations, and Senior Leadership teams.
  Develop strong supplier relationships and establish effective escalation processes.
  Collaborate across departments to ensure a consistent customer experience.
  Communicate team performance, risks, and opportunities to senior management.
• Stay Ahead of Industry Changes
  Monitor market and industry developments.
  Ensure the team remains informed on changes impacting customers or operations.
  Share insights and recommendations that improve service delivery.

What We're Looking For

• Previous experience leading or managing a customer service, client services, account management, or operations support team.
• Proven ability to coach, motivate, and develop people.
• Experience handling customer escalations and service-related issues.
• Strong stakeholder management skills.
• Experience improving processes and driving operational performance.

Skills & Attributes

• Strong leadership and people management capabilities.
• Excellent communication and relationship-building skills.
• Strong problem-solving abilities.
• High attention to detail.
• Excellent organisational and prioritisation skills.
• Ability to remain calm and effective under pressure.
• Strong Microsoft Office skills.

You’ll Thrive Here

• If You Enjoy developing people and helping teams succeed.
• Take ownership and lead by example.
• Naturally build trust and credibility.
• Look for ways to improve processes and customer experiences.
• Balance customer needs, business priorities, and team performance effectively.

Ready to Lead?

If you're an experienced customer service leader looking for an opportunity to make a meaningful impact while developing a talented team, we'd love to hear from you.

At World Fuel, our people "Fuel Their Careers". We work in more than 150 locations worldwide and come from a diverse range of cultural backgrounds that offer an equally diverse range of skills. As a global leader in the fuel industry, World Fuel offers exceptional individuals the opportunity to become part of a truly successful international corporation. We are proud to be among the Fortune 100 companies.