At a Glance
- Tasks: Analyse performance data and recommend actionable improvements for client services.
- Company: Join Togglit, a forward-thinking company focused on service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with ownership and the chance to work with major clients.
- Why this job: Make a real impact by improving client services and driving performance.
- Qualifications: Experience in data analysis and strong communication skills required.
The predicted salary is between 49500 - 60500 £ per year.
We are looking for an experienced, commercially aware and naturally curious professional who can help Togglit understand, explain and improve the performance of its growing service.
You will bring together data from client portfolios, customer support operations and the Togglit platform, using reporting and analytical software to spot trends, investigate results and recommend practical, solution-focused improvements.
The role will also play an important part in supporting customer service team queries, investigating recurring scenarios, coordinating escalations and helping resolve the issues that need closer attention.
You will produce clear, accurate and well-structured reports for clients and senior stakeholders, including Tier 1 banks and major utility providers.
The role is about looking beyond headline measures to understand what is driving performance, where customer or operational outcomes could be improved, and which actions are most likely to make a difference.
This is a hands-on role with real ownership.
Alongside leading client conversations and presenting findings, you may need to review data, investigate an unexpected result, support a customer service escalation, improve a reporting template, write the first version of a performance pack, test a system change, map a process or coordinate actions through to completion.
You should be comfortable stepping into unfamiliar issues, asking good questions and finding a practical way forward.
We are looking for an experienced, commercially aware and naturally curious professional who can help Togglit understand, explain and improve the performance of its growing service.
You will bring together data from client portfolios, customer support operations and the Togglit platform, using reporting and analytical software to spot trends, investigate results and recommend practical, solution-focused improvements.
The role will also play an important part in supporting customer service team queries, investigating recurring scenarios, coordinating escalations and helping resolve the issues that need closer attention.
You will produce clear, accurate and well-structured reports for clients and senior stakeholders, including Tier 1 banks and major utility providers.
The role is about looking beyond headline measures to understand what is driving performance, where customer or operational outcomes could be improved, and which actions are most likely to make a difference.
This is a hands-on role with real ownership.
Alongside leading client conversations and presenting findings, you may need to review data, investigate an unexpected result, support a customer service escalation, improve a reporting template, write the first version of a performance pack, test a system change, map a process or coordinate actions through to completion.
You should be comfortable stepping into unfamiliar issues, asking good questions and finding a practical way forward.
Key responsibilities
- 1. Analyse performance and turn insight into action
- Produce clear client, portfolio and operational performance reports that explain results, trends, risks and opportunities.
- Use Togglit and associated reporting tools to investigate performance, validate outputs and identify what is driving customer and operational outcomes.
- Turn findings into practical recommendations, with clear actions, priorities and measures of success.
- Work with Product, Technology, Operations, Risk and Compliance colleagues to resolve issues, improve reporting and make service improvements stick.
- 2. Help clients get the best from Togglit
- Act as a trusted day-to-day contact for assigned clients, building strong relationships with operational and senior stakeholders.
- Support onboarding and placement set-up for Tier 1 banks and major utility providers, coordinating activity across data, configuration, testing, readiness and handover.
- Lead business reviews that bring together performance, customer outcomes, risks, opportunities and agreed actions.
- Coordinate client queries and service issues through to resolution, keeping communication clear, timely and evidence-led.
- Support customer service team queries and escalations, helping colleagues investigate scenarios, understand root causes and agree clear next steps.
- 3. Build strong, well-controlled operations
- Document and improve the processes that support onboarding, service delivery, reporting, escalations and governance.
- Work closely with Risk and Compliance to embed regulatory requirements, data protection, information security and Consumer Duty.
- Ensure risks, incidents, complaints and control weaknesses are raised promptly and followed through to resolution.
- Identify recurring customer service themes, escalation drivers and process gaps, then work with the right teams to prevent issues from repeating.
- 4. Monitor customer support partner performance
- Monitor outsourced support partner performance across SLAs, KPIs, quality, complaints, escalations and customer outcomes.
- Lead constructive performance conversations, agreeing clear actions, owners and timescales where improvement is needed.
- Required skills/experience
- Experience analysing operational, customer or portfolio performance and turning results into clear, useful conclusions.
- A strong track record of writing accurate, well-structured reports for clients, governance forums or senior stakeholders.
- Confidence using reporting, analytical or operational software to explore results, identify trends and investigate anomalies.
- Advanced working knowledge of Excel, including the ability to organise, interrogate and present data clearly.
- Experience managing strategically important clients or supporting complex enterprise onboarding.
- Experience in financial services, fintech, utilities, payments or another regulated customer environment.
- Experience working with customer support or service teams, with a good understanding of how to handle queries, escalations and service issues in a way that supports fair, timely and positive customer outcomes.
- Excellent written and verbal communication, with the confidence to explain findings, handle sensitive queries, challenge assumptions and recommend action.
- Strong attention to detail and good judgement when interpreting results, checking figures and drawing conclusions.
- A curious, investigative and solution-oriented approach, with the self-motivation to work through ambiguous issues and bring others with you.
You do not need to be a software developer, but you should be comfortable learning new platforms, understanding how measures are produced and checking whether outputs are reasonable, reliable and useful.
- Useful additional experience
- Collections, recoveries, arrears management or financial wellbeing services.
- Consumer Duty, FCA expectations, data protection or information security.
- Scaling services, support platforms or B2B/B2C operating models.
- #J-18808-Ljbffr
Client Performance & Service Improvement Lead | Togglit in Weybridge employer: Qualco UK
QUALCO UK is an excellent employer that fosters a collaborative and innovative work culture, making it an ideal place for a Tech Project Manager. With a hybrid working model in Weybridge, employees enjoy the flexibility of remote work while being part of a dynamic team focused on client success and strategic delivery. The company prioritises professional growth, offering ample opportunities for skill development and career advancement in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Client Performance & Service Improvement Lead | Togglit in Weybridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Qualco UK. 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 Qualco UK 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 Performance & Service Improvement Lead | Togglit in Weybridge
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 Qualco UK:Your cover letter is your chance to shine! Tell us why you want to work at Qualco UK 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 Qualco UK!
How to prepare for a job interview at Qualco UK
✨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.
