As our new Senior Client Services Manager at TDX, you'll be responsible for ensuring the day-to-day relationship and services we provide to our partners are best in class. We're looking for people who have experience ensuring the best service is provided to corporate clients and are able to manage multiple clients with changing demands.
About TDX Group - An Equifax Company
TDX Group is a Nottingham-based company which is part of the global Equifax business. 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
* Manage and develop positive relationships with our top clients within a team environment.
* Ensure end-to-end new and existing services provided to our clients are functioning as expected, meeting contracted service levels and quality standards.
* Ensure operational teams and processes are fully engaged in support of the client.
* Work across the organization to document, monitor, measure, and improve the services contracted to clients.
* Ensure follow-up actions due to audits are completed, ensuring owners have responded within agreed timelines.
* Complete 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.
* Provide business SME input.
* Support the Sales Directors and business stakeholders.
* Be on-call support for Client during service incidents and flexible for the needs of the business and workload.
* Daily management of general inquiries.
What experience you need
* Experience within a client service and client relationship (B2B) management role, handling multiple complex clients.
* Strong experience of making decisions and actions within a variety of work streams.
* Excellent interpersonal & communication skills.
* Ability to influence and negotiate at senior and executive level.
* Experience of reporting and providing MI data.
* Good technical skills for problem resolution as well as managing a number of internal IT systems.
* Understanding of data security, compliance in a regulated environment.
* Good experience of managing customer complaints and difficult conversations.
What could set you apart
* Prior experience within Financial Services or Debt Services / Recovery / Collections.
* Exposure to FCA regulations or FCA regulated industry.
* Able to follow complex processes.
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