Client Service Manager

Equifax, Inc.; Leeds; On-site; GBP 40,000 - 60,000; Full time

Job summary

Equifax, Inc. in Leeds is seeking a Client Service Manager to engage with clients, understand their business challenges and ensure services are delivered within contracted levels and quality standards.

You will nurture client relationships, coordinate end-to-end service delivery, monitor performance, and drive service improvements. The role involves supporting the sales team and delivering client service reports, with four days in-office (Mon-Thu) and Friday flexibility to wrap up remotely.

Qualifications

• Proven client service and client relationship background.
• Proven ability to identify and implement service improvements.
• Proven ability of managing delivery of multiple items effectively.
• Proven ability in delivering high standards of client satisfaction.
• High standard of communication skills with the ability to communicate at multiple levels within an organisation.

Responsibilities

• Responsible for managing and developing positive relationships with clients within a team environment.
• Responsible for ensuring end to end new and existing services provided to our client are functioning as expected, meeting contracted service levels and quality standards.
• Responsible for ensuring operational teams and processes are fully engaged in support to the client.
• Working across the organisation to document, monitor, measure and improve the services contracted to clients.
• Responsible for ensuring follow up actions due to audits are completed, ensuring owners have responded within agreed timelines.
• Completion of scheduled service review meetings, providing warranty reports on end to end service provided to Client.
• Responsible for the creation and delivery of 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 team.

Skills

Client service

Client relationship

Service improvement

Delivery management

Communication skills

Job description

As Client Service Manager you will fully engage with our clients, understanding their business, challenges they face and how we support them. You’ll work across the organisation to ensure all services are delivered within contracted service levels and quality standards, challenging the business to remain client focused. You’ll proactively manage the services provided to our clients, identifying and resolving issues quickly and ensuring permanent solutions are implemented.

What you’ll do

• Responsible for managing and developing positive relationships with clients within a team environment

• Responsible for ensuring end to end new and existing services provided to our client are functioning as expected, meeting contracted service levels and quality standards

• Responsible for ensuring operational teams and processes are fully engaged in support to the client

• Working across the organisation to document, monitor, measure and improve the services contracted to clients

• Responsible for ensuring follow up actions due to audits are completed, ensuring owners have responded within agreed timelines

• Completion of scheduled service review meetings, providing warranty reports on end to end service provided to Client

• Responsible for the creation and delivery of 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 team

What experience you need

• Proven successful Client service and Client relationship background

• Proven ability to identify and implement service improvements

• Proven ability of managing delivery of multiple items effectively

• Proven ability in delivering high standards of Client satisfaction

• High standard of communication skills with the ability to communicate at multiple levels within an organisation

What could set you apart

• Experience in a FCA regulated industry

• Able to follow complex process

We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday) , paired with Friday Flexibility to wrap up your week remotely.