Senior Client Service Manager

Equifax; Leeds; Híbrido; GBP 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Contributory pension

Life cover

Income protection

Healthcare

Enhanced maternity and sick pay

26 days holiday

Birthday day off

Buy/sell and free credit checks

Cycle to work

Discounted travel options

Gym membership

Dining and leisure discounts

Financial & savings plans

Mobile discounts

Descripción de la vacante

Equifax in Leeds seeks a Senior Client Service Manager to own strategic partnerships and lead high-impact client relationships. You will champion operational excellence, drive proactive engagement, and manage critical incidents across top-tier accounts, travelling for face-to-face client contact and providing after-hours support as needed.

You will embed yourself in clients' businesses, anticipate growth, deliver tailored solutions, and ensure services meet contracted standards while pushing

Formación

• Senior-level client service and senior-level client relationship management experience.
• Ability to strategically manage client relationships and lead the client proposition.
• Identify and implement impactful service improvements to enhance client value.

Responsabilidades

• Shape Strategic Partnerships: lead bespoke client relationship strategies for top clients.
• Cultivate Proactive Engagement: design proactive contact strategies to maximise relationships.
• Champion Operational Excellence: measure service performance against SLAs and quality standards.
• Refine Client Support: ensure client support is fit for purpose and high level.
• Drive Cross-Functional Delivery: coordinate across the company to deliver high-quality services.
• Innovate Service & Process: identify and implement service/process improvements.
• Enhance Service Documentation: document and measure services for continuous improvement.
• Ensure Compliance & Audits: complete audits within timelines.
• Deliver Insightful Reporting: identify client MI needs and deliver bespoke reports.
• Steward Critical Client Initiatives.

Conocimientos

Senior-level client stewardship

Proposition leadership

Improvement driver

Delivery management

Client satisfaction

Technical service acumen

Influential communication

Educación

Bachelor’s degree or equivalent

Herramientas

Salesforce

Google Workspace

Descripción del empleo

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Ready to drive the success of Equifax’s most valuable clients? As a Senior Client Service Manager, you will lead strategic partnerships, champion operational excellence, and unlock unparalleled value. You’ll be the indispensable expert, taking full ownership of crucial relationships and ensuring our top-tier clients maximise the power of Equifax solutions.

You will embed yourself deeply in your clients’ businesses, becoming their trusted strategic partner. From anticipating future growth to delivering tailored solutions, you’ll be the primary point of contact for all non-sales related issues, proactively managing and increasing the value we add.

You will also lead during critical incidents, mitigating impacts through robust communication and solutions delivery, and taking full ownership of client queries from start to finish. You’ll navigate our internal landscape to ensure services consistently exceed expectations and meet contracted standards, always challenging the business to remain client-focused.

This role requires face-to-face client contact, involving travel and agile working, with regular out-of-hours on-call support for our top-tier clients.

Are you ready to power your possible?

What you’ll do

• Shape Strategic Partnerships: Strategically lead and implement bespoke client relationship management strategies for our most valuable EFX and TDX clients, setting the standard for premium service and driving long-term success.

• Cultivate Proactive Engagement: Design and implement bespoke proactive contact strategies (including service reviews, pricing and fee reviews, client change request overviews, and value add driven review activity) to maximise client relationships and unlock new opportunities.

• Champion Operational Excellence: Measure and monitor the end-to-end performance of services, ensuring they meet contracted service levels and quality standards, identifying opportunities for continuous improvement and client satisfaction.

• Refine Client Support: Evaluate and enhance our client support model, ensuring it remains fit for purpose and consistently delivers the highest levels of required support.

• Drive Cross-Functional Delivery: Direct and coordinate efforts across the company to ensure the delivery of high-quality services that consistently meet or exceed client expectations.

• Innovate Service & Process: Proactively identify, propose, and implement opportunities for service and process improvements that directly benefit our clients.

• Enhance Service Documentation: Work collaboratively across the organization to document, monitor, measure, and continuously improve services contracted to clients.

• Ensure Compliance & Audits: Drive the timely completion of all audits and associated actions across the business, maintaining rigorous standards within agreed timelines.

• Deliver Insightful Reporting: Identify client MI and reporting needs, then coordinate the creation and delivery of bespoke service reports. Leverage these insights to drive value, enhancing client advocacy by demonstrating tangible benefits.

• Steward Critical Client Initiatives.

What Experience you need

• Senior-Level Client Stewardship: You possess a proven track record in successful client service and senior-level client relationship management, adept at nurturing and growing valuable partnerships.

• Proposition Leadership: You have a demonstrated ability to strategically manage client relationships and proactively lead the client proposition from the forefront, driving mutual success.

• Improvement Driver: You can confidently identify and implement impactful service improvements that enhance client value and operational efficiency.

• Exceptional Delivery Management: You excel at effectively managing the delivery of multiple complex initiatives, ensuring successful outcomes.

• Client Satisfaction Champion: You consistently deliver high standards of client satisfaction, building strong advocacy and trust.

• Technical Service Acumen: You are skilled in supporting technical service reviews, particularly in critical incident management scenarios.

• Influential Communication: You possess a high standard of communication, enabling effective engagement and influence across all levels of an organization.

What could set you apart

• Experience operating within an FCA regulated industry

• Demonstrated ability to navigate and follow complex processes with precision and efficiency.

• Proficiency with Salesforce as a CRM system.

• Familiarity and experience utilising Google applications (e.g., Google Workspace).

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.

The Perks of being a Equifax Employee?

• contributory pension
• life cover
• income protection
• healthcare
• enhanced maternity and sick pay
• 26 days holiday
• a day off for your birthday
• with the ability to buy and sell and free credit checks
• cycle to work
• discounted travel options
• gym membership
• dining and leisure discounts
• financial & savings plans
• mobile discounts
• plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Primary Location:

GBR-Leeds-6-Wellington

Function:

Function - Fulfillment / Operations

Schedule:

Full time