Customer Success Manager

Job Summary:

• Lead and oversee contract delivery as the senior point of contact between Trellint teams; our clients, customers and external bodies.
• Accountable for the strategic delivery, compliance, and continuous improvement of civil enforcement services across all managed accounts.
• Provide leadership, coaching, and line management for the Operational Management team, ensuring high performance, engagement, and alignment with organisational objectives.
• Drive the development of client relationships, operational efficiency, and service innovation, ensuring contractual obligations, KPIs, and SLAs are consistently met or exceeded.

Job Description:

• Accountable for successful delivery of enforcement services in line with contractual KPIs, SLAs, local authority policies, and statutory guidance, proactively monitoring and reviewing operational performance to identify risks, gaps, or opportunities for improvement.
• As a trusted advisor, provide senior oversight for service delivery including providing insights on civil enforcement strategy, performance, and compliance.
• Responsible for ensuring consistent, high-quality client engagement, promoting confidence in Trellint’s operational capabilities; including providing support during mobilisation, renewal, and variation of client contracts, as required, to ensure seamless delivery and client satisfaction.
• Primary lead in undertaking quality analysis of enforcement and service delivery data to identify trends, risks, and improvement opportunities; producing senior-level reports, dashboards, and briefings for internal and external stakeholders.
• Primary lead in ensuring operational compliance with relevant civil enforcement legislation, codes of practice, client policies, and statutory guidance; overseeing corrective and preventative actions to maintain operational integrity.
• Support audits, inspections, FOI requests, and other compliance-related activities, ensuring appropriate escalation of governance issues.
• Chair client performance review meetings, providing strategic insight and recommendations to improve delivery and bolster success of enforcement services. 
• Responsible for addressing escalated or complex client matters, high-risk complaints, or service failures ensuring lawful, fair, and timely resolution. Lead investigations into systemic service failures, implementing corrective and preventative measures. Prepare detailed reports with lessons-learned and recommendations for improvement.
• Identify opportunities to improve contract delivery, client satisfaction, operational efficiency, and service compliance.
• Drive the implementation of new technology, systems, training and process innovations across operations, sharing best practice to drive consistency and excellence.
• Primary lead in monitoring contract financial performance, including invoicing, dispute resolution, and cost management; identifying opportunities for growth, additional services, or contract expansion; ensuring operational decisions are aligned with commercial objectives and contract profitability.
• Line management of Operational Management team, setting objectives, monitoring performance, and supporting professional and performance development, as required.
• Oversight for all operational team members, fostering a high-performing culture, ensuring clear accountability, motivation, and adherence to company values; including high-quality induction, training, coaching, and performance improvement process for all operational colleagues.
• Responsible for overall employee wellbeing, using results from our Peakon surveys and employee feedback to inform opportunities to improve our employee experience and motivation.

Worker Type:

Regular

Number of Openings Available:

0