Manager Client Services

6 months ago

Melbourne, Australia illion Full time

Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities and government sectors.

The primary objective of the role is to manage the Level 1 Client Support team. The role includes a strong client-facing and internal stakeholder management component and is responsible for providing exceptional support and expertise in the operations/support environment, as well as to projects relating to sales initiatives and/or product enhancements.

**Job Description**:
The role is responsible for the overall performance and development of client services teams, the efficiency of processes by which services are delivered, and capacity planning required for future growth in the scope of services and / or improvement in service levels.

**_ This includes:_**
- Being the primary support escalation point for consumers and B2B clients across all industries for all illion products and services.
- Management of the delivery of services according to agreed service levels and in response to escalations, for all clients and consumers that engage in various ways with our business with questions or issues.
- Management of the operational relationships with all other illion teams (Sales, Product, D&AI, IT) and all illion partner teams (D&B, SKYC, GB Group, D&D, etc.), of which the Operations teams and our clients are dependent for the delivery of services.

**Qualifications**:

- Proven strong experience in leading and motivating teams
- Presenting data and communicating information.
- Strong and proactive communicator, able to build strong working relationships with clients, third parties and internal illion teams and stakeholders.
- Process improvement experience and desire to affect change.
- Conflict resolution skills, problem solving and analytical skills.
- Attention to detail, and the ability to respond quickly on time sensitive issues.
- Customer service focus, high level of performance, standards and ethics in line with our company values.
- A desire to contribute to the long-term strategy of service quality within illion.
- A record of achievement in technology service desk/support/operations within a business services or allied industry.
- Knowledge of illion‘s Credit Services products and operations (desirable).
- Knowledge of Microsoft Office products and JIRA.
- Familiarity with database concepts and data management is advantageous

Additional Information
**_
Some of our perks_**
- Flexibility and Remote Working Options
- Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
- Paid Parental Leave
- Novated Leasing and Corporate Discounts (ie. Health Insurance)
- Education Assistance and dedicated time for professional development as part of your role
- Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships.

**_ illion’s values_**

**Wonder what if**

We wonder on many levels. About ideas. And about how others see them. We listen with curiosity. Obsess the numbers. And embrace new ways to make data, make a difference

**We’re good eggs**

Everything we do is built on integrity. We hold ourselves to high standards. And higher principles. We act with good intentions. Taking every opportunity to be that little bit better.

**Human. Kind**

People are the hart of our products, processes and culture. Our relationships are a gift. We’re inclusive. Measuring the impact of our actions on other’s first. Kindness and humanity prevail.

**We all add up**

We work wonders when we work together. Our diverse perspectives and backgrounds make us greater than the sum of our parts. We’re one team, where every single one of us counts.

**_ How to Apply_**

**_ Here at illion, we value diversity and inclusion and believe that we are able to grow and learn better together with a diverse team of employees. By joining illion you'll be part of an inclusive culture that celebrates a diversity of cultures, skill sets, educations and opinions. People from all culturally diverse backgrounds including Aboriginal & Torres Strait Islander Peoples are encouraged to apply._

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