Job Description The Manager – Client Technical Support is a critical leadership role within Client Operations. You will manage a team of client-facing technical specialists who assist clients daily with requests related to Experian's market-leading solutions. You will be responsible for team performance, client satisfaction, escalation management and cross-team collaboration. By fostering a high-performing, client-focused culture and embedding best practices, this role ensures timely, accurate, and effective frontline product and technical support helping clients maximise value from our products and reinforces Experian's reputation for exceptional service. The Manager also contributes to support strategy and continuous improvement projects, driving efficiencies and enhancing our client experience. Lead and inspire a team of client-facing technical specialists to deliver Level 1 support across Experian's products and services. Ensure operational excellence by managing ticket workflows, monitoring Service level agreements, and driving resolution of client requests. Be an escalation point for complex issues, providing guidance and collaborating with different teams across the business to resolve challenges. Champion continuous improvement, identifying opportunities to improve processes, enhance knowledge management, and improve client experience. Monitor performance metrics and analyse data to identify trends, causes, and opportunities for efficiency.
