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Consumer Service and Engagement Manager— - Leeds, United Kingdom - Equifax, Inc.
Description
As Client Service Manager you will fully engage with our clients, understanding their business, challenges they face and how we support them.
You'll work across the organisation to ensure all services are delivered within contracted service levels and quality standards, challenging the business to remain client focused.
You'll proactively manage the services provided to our clients, identifying and resolving issues quickly and ensuring permanent solutions are implemented.
What you'll doManage and develop positive relationships with our clients
Ensure end to end new and existing services are functioning as expected, meet contracted service levels and quality standards
Ensure operational teams and processes are fully engaged to support clients
Work across the organization to document, monitor, measure and improve the services contracted to clients
Ensure follow up actions for audits are completed and owners have responded within agreed timelines
Completion of scheduled service review meetings
Create and deliver bespoke client service reports
Own client service improvement plans
Ensure client take-on is successful and client engagement is managed professionally
Support Sales and business stakeholders
On call support for Client during service incidents and flexible for needs of the business and workload
What experience you need
Client service and client relationship (B2B) management, handling multiple complex clients
Making independent decisions and actions within a variety of work streams
Excellent interpersonal & communication skills
Strong influencing, negotiation and persuasion skills at senior and executive level
Reporting and providing MI data
Good technical skills for client problem resolution
Understanding of data security, compliance and regulations
Managing customer complaints and difficult conversation
What could set you apart
Experience in a FCA regulated industry
Able to follow complex process
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