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Consumer Services Support Lead

Customer Service Rich Text

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 Consumer Solutions Support Lead is responsible for the effective coordination and people management of the UK Consumer Solutions Support Team as well as being an active driver and participant in tasks associated with achieving the objectives of the Support Team. The team supports the Consumer Solutions operation and associated project teams in the successful and timely implementation of all tools and process changes, as well as delivering effective 'BAU' support through training interventions, knowledge initiatives, business incident remediation and other activities.

The perks of being an Equifax Employee?

We offer a wide range of company supported benefits including 26 days holiday and a day off for your birthday, able to save directly from your salary to your Credit Union account, cycle to work scheme, Access to a group scheme that offers discounts and cashback on a variety of things, cost of eye tests reimburse, life assurance, pension, discounted travel 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. 

What you’ll do:

Provide effective oversight of the:

  • Incident Management Process including triage, helpdesk coordination, business live-time updates, root cause analysis

  • Defect Management including monitoring activity, investigation, ticket management, consultation with development teams

  • Process and system improvement/change/upgrade activity including business analysis, solution mapping, building requirements, coordination of development activity, testing and release management 

  • System Access Management including new starter, quarterly access review, and leaver processes

  • Managing knowledge activity, including review and maintenance of Standard Texts, FAQ’s, managing briefings and advisories

  • Implementation of the Training & Competency Framework to collect MI on process and people performance, perform training needs analysis, take solution/remediation action including training design, training delivery and coaching / feedback activities 

  • Conduct learning evaluation and training cycle improvement activities, including update and maintenance of training materials

  • Continuous improvement activities including collecting input, analysis, solution mapping, business impact assessment, solution implementation coordination activity, continuous process review

  • Maintaining controls of all activities conducted within the function through process documentation, risk management, working with audit and compliance to support reviews and action findings

  • Ad hoc support activity management including training plan coordination, knowledge accreditation, competency matrixing, record keeping and administration

What experience you need:

  • Strong expertise in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience

  • Works autonomously within established procedures and practices

  • Good experience as a lead, coordinating the work of others – but not necessarily as a manager

  • Strong coaching and delivery skills, particularly with reference to call centre tools and soft skills training

  • Interpersonal effectiveness, including strong influencing and stakeholder management skills.

  • Good Background in training design, delivery, evaluation

  • Good knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers

  • inherent in their activities preferred

What could set you apart:

  • Good experience in operational support inclusive of training and development and preferably within a BPO/ Call Centre environment

  • Strong experience of managing people and delivering exceptional results in a customer services environment

  • Strong track record of managing teams in a productivity and quality driven environment

  • Experience in G-Suite

  • Project Management Certification

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!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

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