Senior Client Service Manager

Equifax; Leeds; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Pension plan

Life cover

Healthcare

26 days holiday

Birthday day off

Job summary

Equifax is seeking a Senior Client Service Manager to lead strategic partnerships and own critical client relationships across our top accounts. You will champion operational excellence, drive value through tailored solutions, and manage incidents with proactive communication and delivery excellence.

You will work face-to-face with clients, travel as needed, and support agile delivery with potential on-call commitments to ensure contracted standards are met.

Qualifications

• Senior-level client stewardship with a track record of growing partnerships.
• Ability to lead client propositions from the front and drive mutual success.
• Experience navigating FCA regulated environments and complex processes.

Responsibilities

• Lead strategic partnerships and act as a trusted partner for key clients.
• Design and implement proactive client engagement strategies to maximise relationships.
• Measure end-to-end service performance against contracted SLAs and drive improvements.
• Refine and scale client support models to deliver highest levels of service.
• Coordinate cross-functional teams to ensure on-time, quality delivery of services.
• Identify and implement service and process improvements that benefit clients.
• Document, monitor, and improve services contracted to clients.

Skills

Strategic account management

Relationship management

Stakeholder engagement

Incident management

Cross-functional collaboration

Communication skills

Salesforce CRM

Tools

Salesforce

Job description

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.

• 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.
  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).

Are you ready to power your possible?

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?

• We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks.
• We also offer flexible benefits ranging from 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.