Senior Client Service Manager

1 month ago

Leeds, United Kingdom Equifax, Inc. Full time

As our Senior Client Service Manager you will have responsibility for our top clients on their bespoke products and services provided by Equifax. You will be managing complex clients systems and queries in a high paced and demanding but rewarding environment. This role would suit someone who has excellent client management skills with experience of providing technical support and managing/ resolving data queries.

What you’ll do

  • Manage and develop positive relationships with our top 100 clients

  • Ensure end to end delivery and functionality of new and existing services meeting contracted service levels and quality standards

  • Work across the organization to document, monitor, measure and improve the services contracted to clients

  • Ensure follow up actions for audits are completed and owners have responded within agreed timelines

  • Completion of scheduled service review meetings

  • Creating and delivering bespoke client service reports

  • Ownership of client service improvement plans

  • Ensure client take-on is successful and client engagement is managed professionally

  • Providing business SME input

  • Supporting the Sales and business stakeholders

  • On call support for clients for service incidents and be flexible for needs of the business and workload

What experience you need

  • Client service and client relationship (B2B) management, handling multiple large corporate clients

  • Technical skills for incident and problem resolution

  • Managed data - resolutions, requests and reporting

  • Able to make independent decisions and actions within a variety of work streams

  • Able to influence and negotiate at senior and executive level

  • Understanding of data security, compliance and regulations

  • Manage customer complaints and difficult conversations

What could set you apart

  • Worked within a FCA regulated industry

  • Able to follow complex process

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