Fleet Services Team Manager

MICHELIN Connected Fleet; Leeds; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

MICHELIN Connected Fleet is seeking a Fleet Services Team Manager to lead a team of Fleet Service Agents, overseeing deployment, upgrades and activations while ensuring right-first-time delivery and strong customer satisfaction.

You will manage capacity, SLAs and KPIs, coach and develop the team, collaborate with Sales, Technical Validation and partners, and drive continuous improvement in service delivery and operational excellence across complex customer engagements.

Qualifications

• 3-5 years' experience in a Services or Customer Service related role, including experience leading, supervising or mentoring a team.
• Strong understanding of Fleet Services operations (Customer Service, Field Service, Deployment etc.).
• Proven ability to coach, motivate and develop team members to achieve their potential.
• Strong relationship skills to relate with stakeholders and achieve win-win ways of working.
• Able to communicate clearly, verbally and in writing, with internal and external customers.
• Take initiative to keep own skills up to date and to maintain awareness of current technology developments.
• Highly motivated and capable of leading the way.
• Experience of leading teams who deal with customers both over the phone and email.

Responsibilities

• Lead, coach and develop a team of Fleet Service Agents who support customers through Deployment, OEM activations, defit/refit, RHI and deactivation activity.
• Act as escalation point for complex or at-risk cases and protect NPS.
• Oversee deployment coordination, ensuring installations are delivered on time and within budget.
• Oversee in-life fleet service activities including upgrades, defit/refits, RHIs and OEM activations.
• Monitor performance against SLAs and KPIs and drive corrective action.
• Collaborate with Sales, Technical Validation, Installation Partners and Lead Engineers to ensure customer satisfaction.
• Foster continuous improvement and balance delivery with quality.
• Produce regular reporting to Head of Fleet Services and participate in leadership meetings.

Skills

Leadership

People management

Customer service ops

Stakeholder mgmt

Communication

Process improvement

SLA/KPI management

Deployment coordination

Job description

As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.

OUR DREAM

We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.

OUR PEOPLE & WAYS OF WORKING

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.

THE ROLE IN SHORT

The Fleet Services Team Manager plays a pivotal role in translating MICHELIN Connected Fleet's service strategy into day-to-day results. You will lead, coach and develop a team of Fleet Service Agents who support customers through Deployment, OEM activations, defit/refit, RHI and deactivation activity, ensuring a right first-time attitude is applied to every interaction. You will act as the escalation point for complex or at-risk cases, and own your team's performance against SLAs, KPIs and NPS targets. You will also work closely with key stakeholders in the business such as Sales, Technical Validation, Installation Partners (external IP teams as well), Lead Engineers, etc. to ensure successful customer satisfaction. You will also be fostering a continuous improvement mindset within the team that will allow for continuous growth. It is a hands-on leadership role requiring strong people management skills, a keen eye for process and quality, and the ability to balance operational delivery with continuous improvement.

WHAT WILL I BE DOING:

• Day-to-day management: Lead, coach and motivate a team of Tech Support Agents, running regular 1:1s, team meetings and performance reviews
• Resource & rota planning: Manage shift patterns, workload distribution and coverage to ensure SLAs are met across all customer channels
• Onboarding & development: Identify training needs and work with the Process & Quality team to onboard new agents and upskill the existing team
• Recognition & engagement: Foster a positive, high-performing team culture, recognising achievements and addressing performance concerns promptly and fairly
• Deployment Oversight: Oversee the team's coordination of new customer deployments, ensuring installations are delivered on time, within budget and in line with contractual terms
• In-Life Fleet Services: Oversee team delivery of Upgrades, Defit/Refits, RHIs, Deactivations and OEM activations, coordinating with customers and third-party installation partners
• SLA & KPI Management: Monitor team performance against SLAs and KPIs, producing regular reporting for the Head of Fleet Services and driving corrective action where needed
• Escalation Point: Act as the first point of escalation for complex, at-risk or dissatisfied customer cases, working to resolve issues quickly and protect NPS
• Capacity Planning: Work with the Head of Fleet Services and the Service Delivery and Planning team to ensure the team has the right resource and skills to meet demand
• Process & Quality: Maintain and reinforce SOPs at team level to ensure consistent, high quality delivery, feeding improvement ideas into wider process initiatives
• Continuous Improvement: Champion a continuous improvement mindset within the team, identifying opportunities to remove waste and improve the customer experience
• Stakeholder Collaboration: Build strong working relationships with Sales, Service Planning and Technical Support to ensure a joined-up experience for customers
• Reporting: Ensure timely and accurate updating of in-house systems, and provide clear, regular updates to the Head of Fleet Services on team performance
• Attend and contribute to leadership meetings, representing the team's performance, risks and opportunities

TO BE SUCCESSFUL YOU WILL LIKELY HAVE:

• 3-5 years' experience in a Services or Customer Service related role, including experience leading, supervising or mentoring a team
• Strong understanding of Fleet Services operations (Customer Service, Field Service, Deployment etc.)
• Proven ability to coach, motivate and develop team members to achieve their potential
• Strong relationship skills to relate with stakeholders and achieve win-win ways of working
• Able to communicate clearly, verbally and in writing, with internal and external customers
• Able to take initiative to keep own skills up to date and to maintain awareness of current technology developments
• Highly motivated and capable of leading the way
• Adaptive to different cultures and realities, adjusting processes as needed
• High level of awareness, both self and business, to ensure all facets of a project are being taken into consideration
• Strong ability to be influential
• Experience of leading teams who deal with customers both over the phone and email
• Experience of working in a busy, dynamic, customer-focused environment
• Highly results orientated, with the ability to understand customer needs, manage customer expectations and diffuse difficult situations

Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.