At a Glance
- Tasks: Manage client relationships and ensure service satisfaction in a dynamic environment.
- Company: Join Infosys, a global leader in digital services and consulting.
- Benefits: Competitive salary, bonuses, and opportunities for continuous learning.
- Other info: Be part of a diverse team with excellent career growth potential.
- Why this job: Make a real impact by enhancing client experiences and driving service improvements.
- Qualifications: Experience in client relationship management and strong stakeholder engagement skills.
The predicted salary is between 60000 - 75000 £ per year.
- Role –
- Senior Consultant
- Technology
- Customer Relationship
- Location
- UK
- Business Unit
- ORC
Compensation –
Competitive (including bonus)
Job Description
Role Overview
The Customer Relationship Manager (CRM) acts as the primary interface .
The role is responsible for managing client relationships, ensuring service satisfaction, and aligning Infosys service delivery with strategic, operational, and governance expectations.
The CRM operates within a complex multi-stakeholder environment involving , ESR Central Team, organisations, and internal Infosys delivery functions, ensuring that service outcomes support the ESR programme’s objective of delivering an integrated HR and Payroll service ..
Key Responsibilities
- 1. Client Relationship Management
- Act as the primary point of contact for ESR Central Team stakeholders
• Build and maintain strong, trusted relationships with
- Central Team
- Programme stakeholders and user organisations
- Ensure a structured and proactive engagement model across all service layers
- Represent Infosys in governance forums, service reviews, and stakeholder meetings
- 2. Service Delivery Alignment
• Ensure Infosys service delivery aligns with
- Contractual commitments
- Service Level Agreements (SLAs)
- Work closely with Service Delivery, Technical, and Functional teams to:
- Translate client requirements into actionable delivery plans
- Ensure service performance meets expectations
- Monitor service health and proactively address risk areas
- 3. Stakeholder Communication & Engagement
- Establish effective communication channels between Infosys and stakeholders, enabling:
- Clear feedback loops
- Timely communication of service updates, risks, and changes
- Support programme-wide communication strategies that ensure ESR stakeholders understand service capabilities and changes
- Facilitate collaboration across NHS user communities and Infosys delivery teams
- 4. Issue Escalation & Resolution Management
- Act as the escalation point for critical service issues and customer concerns
• Coordinate resolution across
- Application Support teams
- Infrastructure and Technical teams
- Change & Release teams
- Ensure timely resolution and transparent communication throughout incident lifecycles
- Maintain customer confidence during service disruptions
- 5. Continuous Improvement & Customer Advocacy
• Identify service improvement opportunities based on
- Customer feedback
- Service performance trends
- Operational challenges
- Promote adoption of best practices across organisations
- Work with delivery teams to implement service improvement initiatives
- 6. Governance & Reporting
• Provide regular reporting on
- Customer satisfaction
- Service performance
- Risks and escalations
- Participate in joint governance forums with programme leadership
- Ensure adherence to governance, compliance, and audit expectations
- Key Skills & Experience
Essential
- Proven experience in client relationship management within IT services or managed services environments
- Strong stakeholder management experience in complex, multi-party programmes
- Experience working with public sector
- Knowledge of service delivery frameworks (ITIL or similar)
Desirable
- Experience with
- Oracle E-Business Suite / ESR systems
- Understanding of
- HR, Payroll, and workforce systems
- Experience in large-scale transformation or transition programmes
- Key Competencies
- Stakeholder relationship management
- Strategic communication and influencing
- Service orientation and customer focus
- Problem-solving and escalation management
- Commercial awareness and contractual understanding
- Preferred
- Should be an excellent planner when it comes to perform release planning and other delivery planning.
- Should have excellent problem-solving skills
- Responsible for Coaching and mentoring team members with experience of managing 5+ team members
- Experience with Lean / Agile development methodologies & ITIL Methodologies.
- Personal
Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:
- High analytical skills
- High customer orientation
- High quality awareness
- Why Infosys
Infosys is a global leader in next-generation digital services and consulting.
We enable clients in more than 50 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.
We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change.
We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight.
Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. “All aspects of employment at Infosys are based on merit, competence and performance.
We are committed to embracing diversity and creating an inclusive environment for all employees.
Infosys is proud to be an equal opportunity employer.”
Senior Consultant-Customer Relationship-UK in London employer: Infosys
At Infosys, we pride ourselves on being an exceptional employer, particularly for the Senior Project Manager role in the UK. Our commitment to employee growth is reflected in our inclusive work culture, competitive compensation packages, and opportunities for professional development within the dynamic public sector landscape. Join us to be part of a team that values innovation, collaboration, and the meaningful impact of your work.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant-Customer Relationship-UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Infosys. 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 Infosys 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 Consultant-Customer Relationship-UK in London
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 Infosys:Your cover letter is your chance to shine! Tell us why you want to work at Infosys 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 Infosys!
How to prepare for a job interview at Infosys
✨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.
