Customer Services Management Assistant

The Customer Services Management Assistant role is part of the EQCS Customer Services team, which supports the activities of numerous departments within the organisation, in delivering service and change to live clients.

The Customer Services team will typically get involved with a key client as their implementation project nears completion – towards go-live. Alongside Account Management and Service Desk, the team will be introduced into the client project activity (typically completion of UAT, OAT) preceding go-live launch, in order to gain a level of understanding of client and project dynamics.

Department Information

Equiniti Credit Services provide hosted software solutions to some of the UKs largest financial organisations operating in a highly regulated and technologically advanced industry and differentiates itself by being a leading player based on its technically astute platforms.

The company has two software products performing largely similar roles – one written predominantly using the Microsoft technology stack (Ice.Net) and the other a mixture of Java, C, and Oracle PL/SQL (Pancredit).

Core Duties/Responsibilities

• Scheduling the client Service Review and Directors Meetings including provision of Service Reports in a timely manner as necessary, to clients and EQCS Senior and Executive Management.

• Liaison with client Product and EQCS Professional Services staff to facilitate estimates and paperwork for identified client change.

• Client interaction providing high level direction on functional content and system behaviour whilst referring to Professional Services or Technical Services staff for validation/verification or further detailed work, as necessary.

• Support for Head of Customer Services and Customer Services Managers in proactively managing and resolving issues or actions arising from client review meetings.

• Working with Head of Customer Services and EQCS departmental heads for resource allocation, support and advise as necessary to enable delivery of small change/key or client-escalated issue resolution initiatives.

• Working with Service Desk staff to provision statistics, KPI and ancillary performance reporting to clients and EQCS Senior and Executive Management.

• Assisting Head of Customer Services in working with the EQCS Compliance team to ensure regulatory matters are communicated, understood and acted upon by clients. This forms part of the EQCS CCA Compliance Assurance programme as well as the wider DPA/GDPR and FCA responsibilities EQCS and its clients hold.

• Ensuring applicable company project methods are adhered to in the management of any delivery of change/issue resolution initiatives.

Knowledge & Experience

Knowledge

• An understanding of waterfall and agile software and project delivery methodologies and the roles played within them by a typical software company’s staff – this is to enable understanding of the way EQCS delivers to its client base and adherence to any applicable methods the role may be required to adopt.

• An understanding is essential of the UK unsecured lending sector and the role IT systems play within it managing financial products, calculations, customer and agreement servicing, payments, default processing.

• An understanding is essential of the Consumer Credit Act and associated regulations, DPA and GDPR regulations and FCA guidelines in order to provide empathy with key client businesses and the regulatory frameworks governing their behaviour.

• A high-level understanding of modern software architectures, technologies; development methods (including agile and waterfall); test automation and its role within the SDLC.

• A high-level understanding of hosting platforms and technologies – Iaas, Cloud models and their benefits and constraints in software and service delivery.

Experience

• Degree qualified, ideally in a mathematical discipline.

• A minimum of 1 years’ experience in a client-facing role, ideally within a software company.

• Have worked in a similar capacity within a multi customer, SaaS software environment.

• Demonstrable track records of client service experience.

• Analytical in problem solving with the ability to apply original and innovative thinking.

• Ability to manage prioritize multiple work stream activities simultaneously.

• Must be flexible, independent and self-motivated.

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. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.