Operations Manager (Client Account Manager)

Marston Holdings Limited; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave + BH

Company car or car allowance

40-hour working week

Job summary

NSL, part of Marston Holdings, is seeking an Operations Manager (Client Account Manager) in London to oversee client relationships and daily operations at our City of London site. You will drive performance, manage a team of Supervisors and frontline staff, and ensure services meet KPIs, SLAs and financial targets.

The role is on-site, 40 hours per week, Monday to Friday, with a focus on continuous improvement and exceptional customer service in a fast-paced environment.

Qualifications

• Experience in client relationship management within an operational or service delivery environment.
• Strong leadership and people management skills.
• Proven ability to deliver against KPIs, SLAs and financial targets.

Responsibilities

• Act as the key point of contact for the client, providing strategic and operational support while ensuring services meet KPIs, SLAs and financial targets.
• Lead and support a team of Supervisors and frontline colleagues to ensure effective day-to-day delivery and high service standards.
• Identify opportunities to improve performance, introduce innovative solutions, and strengthen client relationships.

Job description

Operations Manager (Client Account Manager)

Location: City of London
Salary: Competitive + Benefits

This is a full-time, permanent position based on-site at our City of London NSL site. The role is 40 hours per week, Monday to Friday, with working hours generally between 8:30am and 5:30pm, depending on business and operational requirements.

Join NSL – Part of Marston Holdings

At NSL, part of Marston Holdings, we're much more than the "parking people". We work in partnership with local authorities and public sector organisations to deliver essential parking, traffic and street management services that help keep communities safe, accessible and moving.

We're looking for an experienced Operations Manager (Client Account Manager)to join our London team. This is an exciting opportunity for someone who thrives on building strong client relationships, leading operational performance, and delivering outstanding customer service in a fast-paced environment.

If you're a commercially minded operational leader who enjoys working with clients, managing teams, and driving continuous improvement, we'd love to hear from you.

The Role

You will act as the key point of contact for the client, providing strategic and operational support while ensuring services consistently meet or exceed contractual KPIs, SLAs and financial targets.

You will also lead and support a team of Supervisors and frontline colleagues based at our Coventry NSL site, ensuring effective day-to-day operational delivery and a high standard of service.

Working closely with the Account Director and operational management teams, you'll identify opportunities to improve performance, introduce innovative solutions and strengthen client relationships, while contributing to the continued growth and success of the contract.

Key Responsibilities

• 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 where required.
• Ensure contractual KPIs, SLAs, compliance standards, and financial targets are achieved or exceeded
• Manage the day-to-day operational delivery of parking enforcement services
• Build and maintain strong working relationships with the clientand key stakeholders
• Lead, motivate, and develop Supervisors, and frontline operational staff
• Manage performance, absence, disciplinary matters, recruitment, and staff development
• Monitor operational performance and identify opportunities for continuous improvement
• Work collaboratively with internal departments to ensure service excellence
• Produce reports, attend client meetings, and provide operational updates where required

About You

We're looking for someone who can demonstrate:

• Experience managing client relationships within an operational or service delivery environment
• Strong leadership skills with experience managing operational teams
• A proven ability to deliver against KPIs, SLAs and financial objectives
• Excellent stakeholder management and communication skills, with the confidence to engage senior decision-makers
• Commercial awareness, including experience managing budgets, forecasting and operational costs
• Strong organisational and problem-solving skills
• The ability to manage multiple priorities within a fast-paced environment
• A proactive approach to continuous improvement and customer satisfaction
• Excellent IT skills, including Microsoft Office
• Experience within parking, enforcement, facilities management, transport, outsourced services or local government would be advantageous but is not essential

Desirable

• Previous experience within parking, enforcement, transport, security, facilities management, or another operational service environment
• Knowledge of parking legislation or the parking industry is desirable, although full training will be provided
• Full UK Driving Licence

What We Offer

• Competitive salary
• 25 days annual leave plus Bank Holidays
• Company car or car allowance
• 40-hour working week, Monday to Friday
• Company pension scheme
• Employee discounts and wellbeing benefits
• Ongoing training and professional development
• Career progression opportunities within Marston Holdings
• A collaborative, supportive and inclusive working environment

Additional Information

This role is subject to satisfactory pre-employment screening, including a Disclosure and Barring Service (DBS) check where applicable.

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 or expression, race, religion, age, disability, sexual orientation, or any other protected characteristic.