At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cu ing-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.
Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.
At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.
This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.
- Never stop evolving
- Never stop anticipating
- Never stop committing
- Never stop collaborating
About the role
As Customer Partnership Manager, you will take full ownership of the day-to-day performance of our frontline customer contact operation across telephony, email, live chat, administration and vehicle sourcing activity.
You will be accountable for ensuring service levels are consistently achieved, customer interactions meet quality standards, and operational performance supports the wider business.
This role is hands-on, performance-led and delivery-focused.
What you'll do
- Full operational ownership of all inbound and outbound customer contact channels, ensuring SLAs and response times are delivered consistently.
- Leading the frontline operation to ensure new hire and booking requests are processed accurately, efficiently and within agreed service levels.
- Managing outsourced client relationships where Nexus delivers contact centre and sourcing services on their behalf, ensuring contractual SLAs, service standards and reporting requirements are consistently achieved, and client confidence is maintained.
- Working alongside our planning manager, you will manage real-time performance across all channels — monitoring volumes, queue times, backlogs, productivity and utilisation — taking immediate corrective action where required.
- Driving performance against key operational KPIs including:
- Service Level & Abandonment
- Response & Resolution Times
- Average Handling Time
- Productivity & Utilisation
- Quality Customer Interactions
- Accuracy of administrative processing
- Outsourced Partner SLA & Quality Performance
- Providing clear daily direction to our Customer Partnership Team Leaders and Rental Support Agents, setting priorities and reallocating resource to manage demand fluctuations.
- Leading structured performance management through regular 1:1s, coaching and objective setting, addressing underperformance in line with Nexus policies and standards.
- Acting as the operational escalation point for complex or high-impact customer issues, ensuring swift and professional resolution.
- Maintaining strong oversight of administrative workflows to ensure accuracy, attention to detail and timely completion of all back-office activity.
- Embedding a genuine “customer first” culture across the frontline team, ensuring every interaction reflects Nexus values.
- Supporting recruitment, onboarding and ongoing development of frontline colleagues to build capability and resilience within the operation.
- Driving continuous improvement across contact handling, admin processes and team performance, identifying trends and implementing practical solutions.
About you
- Visible and present within the operation.
- Data-led and commercially aware.
- Clear, direct and consistent in your standards.
- Comfortable representing Nexus in client-facing operational discussions.
- Confident handling performance scrutiny.
- Relentless in driving continuous improvement.
Desirable Experience
- An experienced Contact Centre Manager with a background of developing successful teams.
- Proven track record of coaching and developing teams within an understanding of coaching methodologies.
- Great stakeholder management skills at all levels.
- Customer Services NVQ level 3 / coaching qualifications.
- Experience of the automotive / rental sector desire.
- Strong understanding of forecasting, planning and MI tools.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
Pay: £40,000.00-£45,000.00 per year
Benefits:
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
- Private medical insurance
Experience:
- people management in a contact centre: 3 years (required)
Work Location: Hybrid remote in Pudsey LS28 6AA
