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- Tasks: Lead strategic partnerships and ensure top-tier clients maximise Equifax solutions.
- Company: Join a leading financial services company focused on client success.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Become a trusted advisor and make a real impact on client relationships.
- Qualifications: Proven experience in client service and relationship management.
- Other info: Dynamic role with travel and out-of-hours support for top clients.
The predicted salary is between 60000 - 80000 £ per year.
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 maximize 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.
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 maximize 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: Own Client Plans: Take full ownership of all client-related plans, including those for service improvement, incident management, and revenue protection, ensuring strategic alignment and successful execution.
- Streamline Client Onboarding: Ensure successful client take-on processes and professional management of initial client engagement.
- Act as Trusted Advisor: Serve as the primary face of Equifax for your clients, providing essential business Subject Matter Expertise (SME) support both internally and externally.
- Empower Sales Teams: Support Account Directors, Business Development Executives, and sales efforts by effectively managing all non-sales related activities, allowing them to focus on growth.
- Provide Dedicated Support: Offer dedicated on-call support for clients during service incidents and provide out-of-hours assistance for our top 100 clients, ensuring continuous operational stability.
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 Experience You Need
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 utilizing Google applications (e.g., Google Workspace).
Senior Client Service Manager in Leeds employer: Equifax
Contact Detail:
Equifax Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client Service Manager in Leeds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more you engage, the better your chances of landing that Senior Client Service Manager role.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, make sure to highlight your experience in client relationship management. Share specific examples of how you've driven success and added value for clients.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like Equifax, and express your interest. Sometimes, creating your own opportunity is the best way to land that dream job.
✨Tip Number 4
Apply through our website! We’ve got all the latest roles listed, and applying directly can give you an edge. Plus, it shows you're genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Senior Client Service Manager in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in client service management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've driven success in previous roles. Quantify your achievements where possible, as numbers speak volumes about your impact.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your professional experience, so don’t be afraid to share your passion for client service and operational excellence.
Apply Through Our Website: For the best chance of getting noticed, apply directly through our website. This way, we can easily track your application and ensure it reaches the right people in our team.
How to prepare for a job interview at Equifax
✨Know Your Clients Inside Out
Before the interview, research Equifax's key clients and their industries. Understand their challenges and how Equifax solutions can address them. This will help you demonstrate your ability to embed yourself in client businesses and become a trusted strategic partner.
✨Showcase Your Operational Excellence
Prepare examples of how you've previously measured and improved service delivery. Be ready to discuss specific metrics or KPIs you've used to ensure client satisfaction and operational excellence. This will highlight your capability to champion high standards in service delivery.
✨Demonstrate Proactive Engagement Skills
Think of instances where you've designed proactive contact strategies that led to successful client outcomes. Share these stories during the interview to illustrate your ability to cultivate relationships and unlock new opportunities for clients.
✨Communicate Like a Pro
Practice articulating your thoughts clearly and confidently. Given the role's emphasis on influential communication, be prepared to discuss how you've effectively engaged with various stakeholders in past roles. This will showcase your ability to navigate complex processes and maintain strong client relationships.