Client Services Manager

World Fuel Services Corporation; Elland; On-site; GBP 45,000 - 65,000; Full time

Job summary

World Fuel Services Europe, Ltd. in Elland, United Kingdom is seeking a Client Services Manager to lead a high-performing team and deliver outstanding customer experiences.

You will coach, develop people, and drive continuous improvement while working with sales, operations, suppliers and senior leadership. The role focuses on managing customer inquiries, resolving issues, and ensuring a professional, responsive service across interactions.

Qualifications

• Experience leading or managing a customer service or client services team.
• Proven ability to coach, motivate, and develop people.
• Experience handling customer escalations and service-related issues.

Responsibilities

• Lead, mentor and develop the Client Services Team.
• Delegate workload and ensure timely delivery.
• Conduct regular one-to-one meetings and performance discussions.
• Foster a high-performance, collaborative team culture.
• Provide training and learning opportunities for the team.
• Oversee professional and timely customer support and resolve escalations.
• Manage customer complaints through to resolution; act as senior escalation point.
• Monitor workloads, service levels, and KPI performance; identify process improvements.
• Collaborate with Sales, Operations and Senior Leadership; escalate risks and opportunities.

Job description

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. The Opportunity As Client Services Manager, you'll take ownership of our Client Services function, ensuring customers receive a professional, responsive, and seamless experience throughout every interaction. You'll work closely with operational teams, sales teams, suppliers, and senior leadership while leading a team responsible for handling customer requests, resolving issues, and supporting business growth. This role offers a unique blend of:

• Team leadership
• Customer experience
• Process improvement
• Operational coordination
• Stakeholder management

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.

Essential Experience

• 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.
• 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.

World Fuel Services Europe, Ltd.