We have an exciting opportunity to join TDX Group as a Client Service Excellence Manager. We're looking for someone to lead our Client Service team, manage strategic clients and deliver service excellence to our growing portfolio of valued Clients. You'll be people and process driven with an empowering management style to ensure your team is delivering on all their clients' requirements as well as your own portfolio, have a strategic approach and be experienced in implementing improvements and transformation.
About TDX Group - An Equifax Company
We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence.
We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.
What you’ll do
1. Accountable for full team management, talent management and delivery of service.
2. Own, implement, and lead the service excellence strategy in its delivery to the whole TDX client base and manage a portfolio of key strategic client relationships.
3. Design and implement a bespoke proactive contact strategy for the whole portfolio of clients, including those directly assigned and those owned by the wider team. This will include active service reviews (and warranty reports), contract management and reviews, client change request overviews, and value add driven review activity to maximise the client’s relationship with the business.
4. Proactively identify opportunities for service and process improvement that will ultimately benefit the clients.
5. Responsible for driving completion of client audits and associated actions across the business.
6. Responsible for the delivery of client MI and reporting needs to drive value.
7. Ownership of all Client related plans for service improvement, incident management, revenue protection etc.
8. Ensure that new client take-on is successful and client engagement is managed professionally in delivering a seamless transition into business as usual service excellence delivery.
9. Act as the face of the business for the client, providing business SME support both internally and externally.
10. Support the Account Director, Business Development Executive team and sales efforts by ensuring service excellence is delivered and barriers to growth are removed.
What experience you need
1. Successfully managed large corporate clients within a Client Service Management role and led client proposition from the front.
2. Managed a team and ensured full team delivery.
3. Proven experience identifying and implementing service improvements.
4. Proven experience of managing delivery of multiple items effectively.
5. Excellent communicator to both internal and external stakeholders.
What could set you apart
1. An understanding of recoveries management, insolvency and/or bankruptcy.
2. Experience within financial services.
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