Client Servicing Manager

Management Level

EQ Customer Resolutions has 25 years’ experience of providing contingent resource and technology solutions to regulated industries, including banks, lending, pension, insurance, and the utility providers. We have supported our clients with every major complaint populations, covering pensions review, endowments, banking, Payment Protection Insurance (PPI), and car finance. Our projects range from one or two complaint handlers for a few weeks, through to hundreds of experts needed for major complaint management projects.

In addition to complaint expertise, we have also supported many organisations with complaint handling solutions,  technology,  remediation requirements, consulting, and data analytics.

SUMMARY OF THE ROLE

The Client Services Manager plays a pivotal role in supporting the clients of Equiniti Customer Resolutions’ (EQCR) workflow management technology. The core focus of the Client Services Manager is acting as the primary liaison between the clients using the platform and the business; providing day to day relationship management, supporting finance and legal processes (such as contracting, renewals and vendor management activity) and helping clients get the most from the platform.

EQCR provide technology solutions to support case management and workflow primarily in the customer resolutions space (complaints and remediation) but have been deployed for other use cases.  The role of the Client Services Manager ensures clients are well supported and have a positive experience over the life of the deployment.  Typically clients remain on an EQCR solution for many years, with some relationships in excess of 20 years.  The role holder will help to identify where EQCR can provide enhancements to the existing solution as well as offering complimentary services from the wider EQCR capabilities, such as resourcing, data services and consulting that support the clients business.

This dynamic role requires someone who can think on their feet, isn’t afraid of a challenge and can communicate well across all areas of a business, including dealing with senior stakeholders.

The Client Services Manager will bring experience in managing clients, have an understanding of technology/software provision and a strong capability in dealing with a wide range of client requests in an often fast-paced environment.

MAIN DUTIES AND RESPONSIBILITIES

• Provide day to day client relationship management as well as facilitate more formal relationship governance such as regular service review meetings, building and strengthening relationships with EQCR clients and optimising customer satisfaction.
• Support all aspects of the relationship lifecycle, including contracting and Statement of Work management, invoicing and license renewals (with support from the wider EQCR team).
• Take ownership of requests from clients to participate in vendor governance processes, such as annual vendor questionnaires and infosec submissions.
• Identify and develop new revenue opportunities from existing clients including new professional services work and provision of complementary services to deliver on new revenue targets.
• Act as the initial escalation route for client issues.
• Engage with client stakeholders and internal EQ stakeholders to ensure the solution is best configured to meet the customer’s continued business needs.
• Supporting the wider EQCR Consulting and Implementations management team with the overall delivery portfolio.
• Maintain the EQCR Business Continuity and Disaster Recovery approaches including the support of annual testing.
• Identify and take the lead on internal improvement projects.

PERSON SPECIFICATION

Education, Skills & Knowledge

• Educated to degree level or equivalent, or demonstrate equivalent work experience.
• Good knowledge of software delivery and support processes.
• Comfortable hosting and facilitating meetings with diverse groups of stakeholders, both remotely and in person.
• Excellent organisational skills with an ability to handle multiple complex and concurrent requirements within agreed timescales.
• Good skills in MS Office.
• Knowledge of customer resolutions (complaints and remediation) processes, regulations and operations an advantage.

Experience

• 1+ years’ experience within the IT sector, with experience in software implementations and support across SaaS and/or on-premise applications.
• Significant experience in managing client relationships.
• Experience dealing with varied stakeholders including senior (C-Suite) execs.
• Experience within financial services, complaints or customer resolutions preferred.

Personal Characteristics

• Confident and engaging communicator across all levels of an organisation.
• Excellent interpersonal skills with an ability to build effective relationships with a diverse range of stakeholders.
• Ability to adapt to the demands in the moment, balancing time and priorities against carefully.
• Able to work on multiple, often demanding, requirements simultaneously.
• An analytical mindset with a keen eye for detail.
• The ability to understand problems holistically and communicate well thought-out solutions.
• Ability to solve problems independently.

What We Offer

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues. 

Equal Opportunity Statement

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks.