Operations Manager (Client Account Manager) in Coventry

Operations Manager (Client Account Manager)

Coventry (Onsite, Full-Time, Permanent)

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? If so, we have 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

As the Operations Manager (Client Account Manager), you will take ownership of operational service delivery, ensuring a high‑quality, compliant, and customer‑focused service at all times.

You will act as the key point of contact for the client while also leading and supporting a team of Team Leaders, Supervisors, and frontline colleagues based at our Coventry NSL site.

This is a hands‑on operational management role where strong leadership, communication, and problem‑solving skills are essential.

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 clients and key stakeholders.
• 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.
• Work collaboratively with internal departments to ensure service excellence.
• Produce reports, attend client meetings, and provide operational updates as required.

What We’re Looking For

We are looking for a confident and professional manager who can balance operational performance with excellent client relationship management.

Essential Skills & Experience

• Previous experience managing operational teams within a customer‑facing environment.
• Strong leadership and people management skills.
• Experience managing KPIs, SLAs, and operational performance.
• Ability to manage client relationships and communicate professionally with stakeholders.
• Experience handling HR 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, including Microsoft Office applications such as Word, Excel, and Outlook.
• Target‑driven with the ability to work under pressure.

Desirable

• Previous experience within parking, enforcement, transport, security, facilities management, or other operational service industries.
• Full UK Driving Licence.
• Knowledge of parking legislation or the parking industry (although training will be provided).

What’s in it for You

• Competitive salary
• Performance‑related bonus
• 25 days annual leave plus bank holidays
• Pension scheme
• Enhanced maternity and paternity package (subject to eligibility)
• Employee discounts on retail, travel, leisure, and wellbeing services
• Opportunities for career development within a growing national business

Additional Information

This is a full‑time, permanent onsite role based at our Coventry NSL site.

Successful applicants will be subject to DBS clearance checks. Employees are also expected to inform the company of any changes to their personal circumstances that may affect employment.

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.