CLIENT SERVICE DELIVERY MANAGER
About the job
* Serving as the main point of contact responsible for the day-to-day relationship and service delivery to Quai’s Corporate Clients.
* 35 hours per week, Monday to Friday with flexible working hours.
* Based in Peterborough with a hybrid working approach.
Responsibilities
* Serve as the primary point of contact for the Corporate Clients, addressing inquiries, providing updates, and ensuring clear and effective communications throughout.
* Establish and maintain strong relationships with key stakeholders within the Corporate Client’s organisation.
* Develop a deep understanding of the Corporate Client’s business.
* Act as a primary point of the Corporate Client’s contact to coordinate resolution of service incidents and escalation of technical and operational issues.
* Collaborating with internal teams and stakeholders to ensure alignment of client needs and objectives. Acting as the ‘voice’ of the Corporate Client and challenging outcomes where necessary.
* Monitoring Corporate Client satisfaction levels, gathering feedback and taking proactive measures to ensure high levels of client service.
* Annual review of existing Corporate Client Service Level Agreements (SLAs), ensuring any changes to the agreed services are updated, reviewed, and signed off by both internal and external stakeholders.
* Production of new Corporate Client SLAs, working with both internal and external stakeholders to obtain sign off.
* Documenting any changes requested by the Corporate Client to the agreed services and presenting them through the internal change control process, ensuring any costs are agreed with the Corporate Client and billed accordingly.
* Chairing regular service meetings in accordance with the SLA, ensuring actions are documented and working with internal and external stakeholders to complete any actions assigned to them.
* Ensuring appropriate oversight and governance meetings are conducted in accordance with the SLA; defining the agenda, chairing the meetings, documenting minutes and following up on actions.
* Participate in the new Corporate Client onboarding process to establish early relationships with the Corporate Client.
Skills
* Outgoing and personable with a proven ability to build strong relationships and trust.
* Excellent communication skills both written and verbal.
* Ability to manage discussions involving multiple stakeholders with varying degrees of seniority.
* Solution oriented.
* Ability to work under pressure when required, and the passion to go the extra mile when needed.
* Ability to manage multiple relationships simultaneously, working both independently and collaboratively as part of a team.
* A positive attitude and a flexible and adaptable approach to work.
* A good understanding of savings and investment products.
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