Client Account Manager – TfL Taxi Licensing

Location: London (Multiple sites)
Contract: Full-time, Permanent

About the role

We are looking for an experienced and commercially focused Client Account Manager to join our Taxi Licensing team, supporting the delivery of a key client contract within NSL, part of Marston Holdings.

As Client Account Manager, you will take overall responsibility for the day-to-day contractual and operational relationship with the client, ensuring we consistently deliver against agreed SLAs, KPIs, financial targets and service standards.

You will act as a key point of contact for the client, developing strong working relationships with operational managers and senior stakeholders while ensuring our frontline teams have the support, direction and resources they need to deliver an excellent service.

NSL provides taxi and private-hire vehicle inspection and licensing services, including operator licensing, vehicle safety checks, driver authentication, DVLA checks and back-office licensing support.

What you'll be doing

Client & Account Management

• Build and maintain strong, long-term relationships with key client stakeholders.
• Act as an operational point of contact for the client.
• Develop a strong understanding of the client's requirements, priorities and challenges.
• Lead regular client performance and strategy meetings.
• Monitor and report on contractual performance, SLAs and KPIs.
• Identify opportunities to improve service quality, efficiency and customer experience.
• Work collaboratively with the client to develop and implement innovative solutions.
• Support contract retention, extensions and opportunities for additional business.
• Monitor competitor activity and industry developments to ensure our service remains competitive.

Operational Leadership

• Provide leadership and direction to Supervisors and frontline colleagues.
• Ensure operational teams understand and consistently deliver against client requirements.
• Monitor individual and team performance against agreed objectives.
• Develop an engaged, high-performing workforce through effective communication, coaching and development.
• Support the implementation of operational mobilisation plans and business improvements.
• Ensure appropriate resources are available to meet contractual requirements.
• Promote and maintain high standards of health and safety, compliance and customer service.
• Ensure company policies and procedures are consistently followed.

Financial & Commercial Management

• Take responsibility for the financial performance of the account.
• Work towards agreed EBITDAO and budgetary targets.
• Monitor costs, including staffing, overtime, expenses and overheads.
• Support annual budgeting and forecasting activity.
• Identify and proactively manage potential financial risks.
• Ensure procurement and expenditure comply with company procedures.
• Provide accurate contractual performance information to support client invoicing.
• Regularly review account expenditure and financial performance.

About you

We're looking for someone who is confident managing both client relationships and operational teams, with the ability to balance commercial requirements with high-quality service delivery.

You will ideally have:

• Proven experience in account management, contract management or operational management.
• Experience managing client relationships at operational and senior stakeholder level.
• Strong people-management and leadership experience.
• Experience managing KPIs, SLAs and contractual performance.
• Good commercial and financial awareness, including budgeting and cost control.
• The ability to analyse performance information and turn it into practical actions.
• Strong communication, influencing and stakeholder-management skills.
• The confidence to challenge constructively and have difficult conversations when required.
• Experience managing change, mobilisation or service improvement projects.
• A customer-focused and commercially minded approach.
• Strong organisational skills and the ability to manage competing priorities.
• A commitment to health and safety, equality, data protection and company compliance.

Why join NSL?

At NSL, you'll be joining a large-scale operational business delivering services across the UK. Our parking and enforcement operation includes more than 4,000 frontline colleagues and 250+ UK bases, alongside long-standing partnerships with local authorities and other clients.

Our Client Account Managers play an important role in connecting client expectations, commercial performance and operational delivery. In a similar NSL CAM role, the position has involved balancing significant client engagement with operational management, including performance reporting, strategy development and working closely with Operational Support Managers and Supervisors.

Our commitment

Marston Holdings is committed to creating an inclusive workplace where everyone has the opportunity to develop and succeed. We welcome applications from candidates with a wide range of backgrounds and experience.

The successful candidate will be subject to the relevant pre-employment screening, which may include DBS and County Court Judgment checks, in line with the requirements of the role.