Job Description

About us:

Established in 2023, Hudson Kapel Fleet Solutions are based in Norton, Worcestershire. We offer high quality Fleet management services for large blue chip corporations. With extensive experience in the Automotive Industry, we seek to combine excellent Customer Service with unmatched vehicle repairs whilst keeping that 'family feel' in an enjoyable workplace.

About the Role:

We're looking for an ambitious and driven Client Services Manager to join our fast-growing team at Hudson Kapel Fleet Solutions. In this role, you will support the delivery of excellent Customer Service and Vehicle Management to corporate clients while leading, motivating, and developing a team of Client Services Administrators.

The Client Services Manager will be responsible for ensuring the department maintains high levels of professionalism, organisation, and service delivery. You will oversee day-to-day workflow management, support team performance, and ensure SLA and customer expectations are consistently met.

You will thrive in a fast-paced environment, demonstrate a hands-on approach, and actively identify areas where processes, team efficiency, and customer outcomes can be improved.

Responsibilities:

Team Leadership & Management Manage, support, and motivate a team of Client Services Administrators. Conduct regular 1-to-1 meetings, probation reviews, and annual performance reviews. Track, monitor, and report on individual and team KPI performance, ensuring targets are consistently met. Provide ongoing training and development opportunities. Oversee workload distribution and team priorities to maintain high service standards. Manage the team holiday calendar, ensuring adequate cover and minimal operational disruption. Act as a key point of escalation for both internal team members and customers, addressing queries promptly and professionally. Ensure internal procedures are followed and updated, communicating changes clearly across the team. Complete delegated tasks, projects, and requests from the Senior Manager accurately and within agreed deadlines.

Customer Service & Operational Support

Oversee and support the team in managing customer queries, ensuring all communications are actioned within SLA. Lead or participate in regular customer catch-ups and VOR review meetings to discuss performance, vehicle downtime, and service improvements. Build and maintain strong relationships with customer contacts. Ensure accurate loading of vehicle movements with logistics suppliers. Administration support processing vehicles. Monitor vehicle VOR statuses to minimise downtime and ensure customer KPIs are achieved. Oversee management of back-ordered parts, on-hold vehicles, and third-party repairs. Ensure efficient bookings for windscreens, dealer appointments, recalls, and other adhoc customer requests. Coordinate with internal departments to ensure vehicles move through all processes seamlessly. Authorise upgrades/downgrades of repairs. Reporting & Process Improvements. Prepare internal and external reports for senior management and customer requirements. Participate in process and system improvement discussions with Management. Review and resolve QC fails or outbound movement issues to ensure efficient turnaround.

Requirements

Strong communication and leadership skills. Able to meet personal and team targets and deadlines. Ability to work effectively under pressure and manage competing priorities. Experience managing or mentoring others in a customer-focused environment. Ability to build strong working relationships with customers and internal stakeholders. Highly organised, proactive, and self-motivated. Strong problem-solving skills and attention to detail.

Other Requirements

Undertake any reasonable tasks requested by your Line Manager, Senior Manager, or Company Director. Support wider departmental needs and adapt to additional duties, training, or extended hours where required. Maintain a flexible approach consistent with the responsibilities of the role.

Benefits

Healthcare Cash Plan and discount platform (post probation) 21 days holiday that increase with service up to a maximum of 30 days (in addition to bank holidays) Family First Day Cycle to work scheme Length of service rewards Summer Family fun day each year Free onsite parking Enhanced paternity/maternity package Monthly Treat Day (breakfast or lunch with an early finish)
Job Types: Full-time, Permanent

Pay: 38,000.00-42,000.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking
Work Location: In person