At a Glance
- Tasks: Manage client relationships and optimise their experience with our tech solutions.
- Company: Join a leading firm with 25 years of expertise in customer resolutions.
- Benefits: Enjoy competitive pay, flexible benefits, and generous holiday allowance.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Be the key link between clients and technology, making a real impact.
- Qualifications: Degree or equivalent experience, plus strong client management skills.
The predicted salary is between 37800 - 46200 £ per year.
Management Level
F
EQ Customer Resolutions has 25 years’ experience of providing contingent resource and technology solutions to regulated industries, including banks, lending, pension, insurance, and the utility providers.
We have supported our clients with every major complaint populations, covering pensions review, endowments, banking, Payment Protection Insurance (PPI), and car finance.
Our projects range from one or two complaint handlers for a few weeks, through to hundreds of experts needed for major complaint management projects.
In addition to complaint expertise, we have also supported many organisations with complaint handling solutions, technology, remediation requirements, consulting, and data analytics.
SUMMARY OF THE ROLE
The Client Services Manager plays a pivotal role in supporting the clients of Equiniti Customer Resolutions’ (EQCR) workflow management technology.
The core focus of the Client Services Manager is acting as the primary liaison between the clients using the platform and the business; providing day to day relationship management, supporting finance and legal processes (such as contracting, renewals and vendor management activity) and helping clients get the most from the platform.
EQCR provide technology solutions to support case management and workflow primarily in the customer resolutions space (complaints and remediation) but have been deployed for other use cases.
The role of the Client Services Manager ensures clients are well supported and have a positive experience over the life of the deployment.
Typically clients remain on an EQCR solution for many years, with some relationships in excess of 20 years.
The role holder will help to identify where EQCR can provide enhancements to the existing solution as well as offering complimentary services from the wider EQCR capabilities, such as resourcing, data services and consulting that support the clients business.
This dynamic role requires someone who can think on their feet, isn’t afraid of a challenge and can communicate well across all areas of a business, including dealing with senior stakeholders.
The Client Services Manager will bring experience in managing clients, have an understanding of technology/software provision and a strong capability in dealing with a wide range of client requests in an often fast-paced environment.
MAIN DUTIES AND RESPONSIBILITIES
- Provide day to day client relationship management as well as facilitate more formal relationship governance such as regular service review meetings, building and strengthening relationships with EQCR clients and optimising customer satisfaction.
- Support all aspects of the relationship lifecycle, including contracting and Statement of Work management, invoicing and license renewals (with support from the wider EQCR team).
- Take ownership of requests from clients to participate in vendor governance processes, such as annual vendor questionnaires and infosec submissions.
- Identify and develop new revenue opportunities from existing clients including new professional services work and provision of complementary services to deliver on new revenue targets.
- Act as the initial escalation route for client issues.
- Engage with client stakeholders and internal EQ stakeholders to ensure the solution is best configured to meet the customer’s continued business needs.
- Supporting the wider EQCR Consulting and Implementations management team with the overall delivery portfolio.
- Maintain the EQCR Business Continuity and Disaster Recovery approaches including the support of annual testing.
- Identify and take the lead on internal improvement projects.
PERSON SPECIFICATION
Education, Skills & Knowledge
- Educated to degree level or equivalent, or demonstrate equivalent work experience.
- Good knowledge of software delivery and support processes.
- Comfortable hosting and facilitating meetings with diverse groups of stakeholders, both remotely and in person.
- Excellent organisational skills with an ability to handle multiple complex and concurrent requirements within agreed timescales.
- Good skills in MS Office.
- Knowledge of customer resolutions (complaints and remediation) processes, regulations and operations an advantage.
Experience
- 1+ years’ experience within the IT sector, with experience in software implementations and support across Saa S and/or on-premise applications.
- Significant experience in managing client relationships.
- Experience dealing with varied stakeholders including senior (C-Suite) execs.
- Experience within financial services, complaints or customer resolutions preferred.
- Personal Characteristics
- Confident and engaging communicator across all levels of an organisation.
- Excellent interpersonal skills with an ability to build effective relationships with a diverse range of stakeholders.
- Ability to adapt to the demands in the moment, balancing time and priorities against carefully.
- Able to work on multiple, often demanding, requirements simultaneously.
- An analytical mindset with a keen eye for detail.
- The ability to understand problems holistically and communicate well thought-out solutions.
- Ability to solve problems independently.
What We Offer
- Save For Your Future
- Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
- Health and Wellbeing
- Employee
- Assistance
Programme: counselling, legal & wellbeing support for colleagues and their households.
Life assurance cover at 4x salary with the ability to purchase enhance cover.
- Employee discounts
- Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
- Flexible Benefits
- The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
- Time Off
- Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
- Winning together
- Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
- Learning & Development
- Investment in Linked In Learning for all colleagues.
- Equal Opportunity Statement
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Please note any offer of employment is subject to satisfactory pre-employment screening checks.
Client Servicing Manager employer: Equiniti
Equiniti is an excellent employer that champions a dynamic work culture, offering a hybrid working model that promotes flexibility and collaboration with global teams. Employees benefit from extensive professional development opportunities, allowing for personal growth while contributing to impactful marketing initiatives in the heart of London. With a focus on innovation and customer experience, Equiniti provides a rewarding environment for those looking to make a significant impact in the B2B marketing landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Client Servicing Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equiniti. 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 Equiniti 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 Client Servicing Manager
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 Equiniti:Your cover letter is your chance to shine! Tell us why you want to work at Equiniti 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 Equiniti!
How to prepare for a job interview at Equiniti
✨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.
