Client Account Manager Review
at Marston Holdings Limited
Higher Level Apprenticeship
Government
Durham
Review Submitted: March 2026
Overall Rating
5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
I work as a Client Account Manager overseeing on-street parking enforcement and traffic management services for Durham County Council. My role involves managing operational performance, ensuring compliance with legislation such as the Traffic Management Act, and working closely with enforcement teams, customer services, IT teams, and council stakeholders.
A typical week involves reviewing performance data, monitoring KPIs, supporting operational improvements, and ensuring the service is delivered safely, fairly, and efficiently. I also work closely with colleagues to resolve issues, implement improvements, and maintain strong relationships with the client and wider stakeholders.
A typical week involves reviewing performance data, monitoring KPIs, supporting operational improvements, and ensuring the service is delivered safely, fairly, and efficiently. I also work closely with colleagues to resolve issues, implement improvements, and maintain strong relationships with the client and wider stakeholders.
To what extent do you enjoy your programme?
5/5
I have really enjoyed the programme because it has allowed me to apply structured improvement methods directly to real operational challenges. Being able to use the DMAIC methodology on a live project, such as the Road User Charging scheme, made the learning very practical and relevant to my role. It has helped me look at problems more analytically and approach improvement work with greater confidence.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
The programme has helped me develop both technical and professional skills. I have learned how to use improvement tools such as DMAIC, FMEA, Value Stream Mapping, and root cause analysis to identify inefficiencies and reduce variation in operational processes.
It has also improved my confidence in using data to support decision-making. In addition, I have developed stronger communication and stakeholder engagement skills, which are essential when managing change across operational teams.
It has also improved my confidence in using data to support decision-making. In addition, I have developed stronger communication and stakeholder engagement skills, which are essential when managing change across operational teams.
Structure and Support
How well organised/structured is your programme?
5/5
The programme has been well structured, with a clear progression through the improvement framework. Each stage built on the previous one, which helped make the methodology easier to understand and apply.
How much support do you receive from your employer?
5/5
Support from my employer has been very positive, with managers encouraging development and providing opportunities to apply the learning in real operational projects.
How much support do you receive from your training provider when working towards your qualifications?
5/5
The support from the training provider has also been excellent was a fantastic tutor who brought a lot of experience and practical insight to the sessions. He explained complex concepts in a clear and relatable way, which made it much easier to understand how the tools could be used in real working environments.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The qualification has genuinely improved how I approach improvement work in my role. It has given me a structured way of analysing problems, identifying root causes, and implementing changes that can be sustained long term.
Instead of reacting to issues as they arise, I now focus more on understanding the underlying causes and implementing solutions that improve overall system performance.
Instead of reacting to issues as they arise, I now focus more on understanding the underlying causes and implementing solutions that improve overall system performance.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Marston Holdings also supports a number of initiatives that contribute to social value within the community. One example is the Durham Works programme, where we support local schools by participating in activities such as mock interviews, speed networking sessions, and careers guidance events. These sessions are designed to help young people who may be at risk of becoming NEET (Not in Education, Employment or Training) gain confidence and understand potential career pathways.
In addition, the company provides employee benefits such as Perkbox, wellbeing initiatives, and opportunities to engage with networking and development events.
In addition, the company provides employee benefits such as Perkbox, wellbeing initiatives, and opportunities to engage with networking and development events.
Recommendations & Advice
Would you recommend Marston Holdings Limited to a friend?
Yes
Why?
I would definitely recommend Marston Holdings as an employer. The organisation provides good opportunities for development and encourages people to improve their skills and progress in their careers. The working environment is supportive, and there is a strong focus on continuous improvement.
What tips or advice would you give to others applying to Marston Holdings Limited?
For anyone considering joining Marston Holdings, my advice would be to be proactive, open to learning, and willing to get involved in improvement initiatives. Taking advantage of development opportunities will help you gain the most from the experience.
