Fleet Services Manager in Leeds

Role: Fleet Services Team Manager Location: Hybrid: 3 days in the office Salary: £45,000 - £50,000 + Bonus + PMI + Pension 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. 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. We know our planet is at risk and we urgently need to find innovative ways to protect it. 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. At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. 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. 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 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. 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. 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 Identify training needs and work with the Process & Quality team to onboard new agents and upskill the existing team 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 Champion a continuous improvement mindset within the team, identifying opportunities to remove waste and improve the customer experience Build strong working relationships with Sales, Service Planning and Technical Support to ensure a joined-up experience for customers 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 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.) ~ Able to communicate clearly, verbally and in writing, with internal and external customers ~ High level of awareness, both self and business, to ensure all facets of a project are being taken into consideration ~ Experience of leading teams who deal with customers both over the phone and email ~ 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.