At a Glance
- 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.
- Other info: Dynamic role with travel and out-of-hours support for top clients.
- Why this job: Become a trusted advisor and make a real impact on client relationships.
- Qualifications: Proven experience in client service and relationship management.
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
Equifax is an exceptional employer that fosters a dynamic work culture in Greater London, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, competitive compensation, and the chance to make a meaningful impact on the company's revenue strategy through strategic partnerships. Join us to be part of a forward-thinking team dedicated to driving success and expanding market reach.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Service Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equifax. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Equifax before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Client Service Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Equifax:Your cover letter is your chance to shine! Tell us why you want to work at Equifax specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Equifax!
How to prepare for a job interview at Equifax
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
