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Job Description Summary

Job Description

• JOB TITLE: Client Success Manager

• SALARY: £36,225

• LOCATION(S): Watford

• HOURS: Full-time

• WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 40% of our time, at our Watford office. During the training period, we do ask new starters to be in the office 5 days a week until they are competent and fully trained. As an inclusive employer, we offer Workplace Adjustments for colleagues with disabilities (including long-term health and neurodivergent conditions) where reasonable. This might include flexibility with office attendance, location, and working patterns.

About this Opportunity

The Client Success Manager – SMB (Small Medium Business) will manage Tusker’s existing accounts SMB Accounts – sub 500 eligible employees and low uptake accounts, managing relationships with new and current customers.

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

We’re an award winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.

Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit for Tusker car website for more information

What you’ll need

• Experience of rapport building and relationship management at a strategic level with Customer care excellence

• Tenacity to see multiple tasks through to successful completion at any given time with ability to work to tight deadlines and demanding targets

• Coordinate efforts with the Implementation and Business Development team for the introduction of SMB accounts to ensure the smooth transition from prospect to customer status. Connect with the Marketing team to strengthen customer relationships especially with the launch of new accounts.

• Be able to create cohesion with the operation teams in order to improve communications with customers and internally to provide strategic and practical resolutions for the customer’s requirements and needs

• A high level of IT literacy; with a robust knowledge of Excel, Word, PowerPoint and online systems

And any experience of these would be really useful

• Providing pro-active account management to SMB customers for our salary sacrifice to identify and handle opportunities within existing customers improving visibility, processes and order take where possible

• Handling of and taking ownership for enquiries (internally and externally), providing crucial documentation, information and advice where necessary and documentation of customer contacts and agreements

• Host webinars and telephone health checks with key allocated accounts. Quote drivers as needed and follow up afterward. Support customer issue management and resolution.

• Customer Management Information reporting with regular account reviews with the customer via videoconferencing and producing reduction reports to gain knowledge and an understanding about how a reduction report is built and managed to enable queries to be answered from the employer as well as creation and distribution of P11d reports when required for customers

• Ensure customer Aged Debt is continually monitored alongside the finance team

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 24 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.