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Client Service Manager


As Client Services Manager you will fully engage with our clients, understanding their business, challenges they face and how we support them. You’ll work across the organisation to ensure all services are delivered within contracted service levels and quality standards, challenging the business to remain client focused. Proactive management of the services provided to our clients, identifying and resolving issues quickly and ensuring permanent solutions are implemented.

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.

The perks of being a TDX employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa 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

What you’ll do

  • Manage and develop positive relationships with our top clients 

  • Ensure end to end new and existing services provided to our client are functioning as expected, meeting contracted service levels and quality standards

  • Work across the organization to document, monitor, measure and improve the services contracted to clients

  • Ensuring follow up actions due to audits are completed, ensuring owners have responded within agreed timelines

  • Completion of scheduled service review meetings

  • Creating and delivering bespoke Client service reports 

  • Ownership of Client service improvement plans

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

  • Supporting the Sales Directors and business stakeholders

  • On call support for Client during service incidents and flexible for needs of the business and workload

What experience you need 

  • Intermediate 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

  • Intermediate interpersonal & communication skills

  • Strong influencing, negotiation and persuasion skills at senior and executive level

  • Good experience of reporting and providing MI data

  • Good technical skills for problem resolution as well as managing a number of internal IT systems

  • Good understanding of data security, compliance and regulations

  • Good experience of managing customer complaints and difficult conversation

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 process

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

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.

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