Service Delivery Manager

Client Services Manager (B2B) – Automotive Sector

Coventry

40 hours per week (Mon-Fri)

£40,000

Lead relationships. Deliver exceptional service. Keep clients happy.

At Manheim Vehicle Services, part of Cox Automotive, we support customers across the automotive sector with high-quality vehicle preparation and remarketing services.

As our customer base continues to grow, we’re looking for a Client Services Manager (internally referred to as a Service Delivery Team Manager) to lead a small customer support team and manage relationships with a portfolio of high-profile B2B automotive clients.

This is not a consumer contact centre role. You’ll be working closely with established commercial customers, providing service updates, managing queries and ensuring contractual service expectations are consistently delivered.

You’ll become a trusted point of contact for key accounts, helping to maintain strong long-term client relationships through excellent communication, responsiveness and problem-solving.

Why Join Us & What’s In It For You?

As a Cox Automotive team member, you’ll have access to a wide range of benefits, including exclusive discounts, cashback offers and our brilliant peer to peer recognition scheme. And there’s even more to enjoy:

• Option to buy additional holiday days
• Your birthday off every year - paid
• One annual Well-Being Day for you to relax and recharge
• One paid Charity Day to give back and support a cause that matters to you
• Opportunities for career progression across the Cox Automotive network
• Competitive pension scheme

About the Role:

This is a customer-focused leadership role where you’ll oversee service delivery across a portfolio of key contracted customer accounts.

You’ll lead a small team of customer support colleagues, ensuring customers receive proactive communication, timely updates and a consistently high standard of service.

Working closely with operational teams, you’ll help ensure contractual expectations are met, customer issues are resolved quickly and relationships with key stakeholders remain strong.

You’ll also play an important role in identifying opportunities to improve customer experience and strengthen service delivery.

What You’ll Be Doing:

• Acting as the day-to-day relationship lead for key contracted B2B customer accounts
• Providing proactive updates to customers on vehicle progress, service delivery and operational performance
• Managing customer queries, complaints and service escalations professionally, ensuring positive outcomes
• Attending client calls, account review meetings and service discussions with commercial stakeholders
• Building strong working relationships with key customer contacts to support retention and long-term partnerships
• Leading, coaching and developing a small customer support team (3), ensuring a consistently high standard of service
• Working closely with operational teams to ensure service level expectations and contractual commitments are met
• Identifying service improvements to enhance customer experience and strengthen client satisfaction

What We’re Looking For

We’re particularly interested in people with experience supporting business-to-business customers, ideally within automotive, fleet, logistics or other service-led contract environments.

You may currently be working as a:

• Customer Service Team Leader (B2B)
• Client Services Team Leader
• Account Support Manager
• Customer Operations Team Leader
• Service Delivery Team Leader or Coordinator
• Fleet Customer Support Team Leader
• Account Coordinator or Client Relationship Lead

We’re looking for someone who:

• Has experience managing relationships with business customers rather than high-volume consumer enquiries
• Is confident communicating with professional stakeholders and representing the business in customer meetings
• Has experience managing customer complaints, escalations and service recovery professionally
• Understands service levels, contractual expectations or customer KPIs
• Enjoys leading and developing small teams
• Is organised, calm under pressure and naturally solutions-focused
• Can build credibility and strong relationships with both customers and internal teams

Experience within automotive, fleet or vehicle services would be highly desirable, although we’d also welcome applications from candidates with strong B2B customer service experience in other sectors.

Why This Role?

This is an opportunity to join a growing business where you’ll have real ownership, visibility and the chance to make a genuine impact on customer relationships and service performance.

If you enjoy building strong client relationships, solving problems and leading a small team to deliver excellent service, we’d love to hear from you.

We’re Committed to Inclusion

We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you.

STRICTLY NO AGENCIES PLEASE
We kindly ask that agencies do not contact us regarding this vacancy. We work with a carefully selected and trusted group of recruitment partners. We do not accept unsolicited CVs sent to the recruitment team or directly to a hiring manager. We will not be responsible for any fees related to unsolicited submissions.