Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Senior CSM will act as the key point of contact during incidents, mitigating operational and client impacts through robust communications and solutions delivery, leading required interventions within the IM process.

The Senior CSM owns (end to end) client queries, taking full accountability for delivering good outcomes and resolutions.  They need to navigate across our internal structure to ensure all services are delivered within contracted service levels and quality standards, challenging the business to remain client focused. 

This is a fixed term contract until the end of December 2025

What you’ll do

Responsible for owning, implementing, and leading the strategy to manage a portfolio of multiple client relationships with the most valuable clients in EFX and TDX 

Responsible for designing and implementing a bespoke proactive contact strategy for their portfolio of clients, including active service reviews (and warranty reports), contract management and reviews, pricing and fee reviews, client change request overviews, and value add driven review activity to maximise the client’s relationship with the business. As an aside, they should also measure and monitor the end to end performance of the client’s new and existing services, ensuring that they are functioning as expected, meeting contracted service levels and quality standards, identifying opportunities to increase value and improve efficiencies.

Responsible for ensuring that the client support model is fit for purpose and delivering to the client the levels of support required by them. 

Accountable for directing and coordinating work completion across the company in order to deliver a high quality service and to meet or exceed client expectations at all times

Proactively identify opportunities for service and process improvement that will ultimately benefit the client. Working across the organization to document, monitor, measure and improve the services contracted to clients 

Responsible for driving completion of audits and associated actions across the business, within agreed timelines

Responsible for identifying client MI and reporting needs, and then coordinating the creation and delivery of bespoke Client service reports. These should be used to drive value across the franchise, improving client advocacy because they recognise value being added to them as a client  

Ownership of all Client related plans for service improvement, incident management, revenue protection etc.

Client take-on is successful and Client engagement is managed professionally

Act as the face of Equifax or TDX for the client, providing business SME support both internally and externally

Supporting the Account Director, Business Development Executive team and sales efforts by removing all non-sales related activity from the sales teams

On call support for Client during service incidents, and provision of out of hours support for the top 100 clients.

What experience you need  

Proven successful Client service and Client relationship background 

Proven ability to manage client relationships, and lead client proposition from the front

Proven ability to identify and implement service improvements 

Proven ability of managing delivery of multiple items effectively 

Proven ability in delivering high standards of Client satisfaction

High standard of communication skills with the ability to communicate at multiple levels within an organization 

What could set you apart

Experience of a Client Service Management role at a senior level with a high profile client

Service Management experience of managing SLA and KPIs

The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
 

Primary Location:

GBR-Leeds-6-Wellington

Function:

Function - Customer Service

Schedule:

Full time