Client Service Manager

Department: Client Management

Location: Home United Kingdom

Description

Client Service Managers are vital day-to-day points of contact for Davies insurance market clients. They build strong relationships with technical and procurement teams within client organisations to establish themselves as trusted advisors. They understand client needs and champion those needs internally to ensure first-class service delivery. Commercially astute and excellent communicators, Client Service Managers immerse themselves in client businesses, pre-empting challenges and proactively identifying opportunities to enhance the relationship. The client service manager role in our core and volume motor team involves coordinating the breadth of client engagement from initial onboarding of new clients to the ongoing management of day-to-day engagement and performance reporting.

What will your day look like:

Client Relationship Management:

• Manage day-to-day interactions with a portfolio of core and volume motor clients to ensure we meet client expectations and maintain positive relationships.
• Build and maintain strong relationships with a variety of technical and supply chain management teams within client organisations.
• Proactively seek feedback from clients and gather insights to inform an engagement plan focused on each client’s specific needs and objectives.
• Contribute to the development and execution of client engagement and growth plans.

Service Delivery:

• Champion client needs and objectives internally to ensure a fully aligned and first-class service is consistently delivered.
• Ensure that service delivery aligns with contractual obligations and SLA/KPI requirements by proactively monitoring adherence.
• Coordinate internal activity to optimise service delivery relative to client needs and resolve client issues promptly and effectively.

Onboarding and Implementation:

• Support the planning and delivery of new motor client onboarding, ensuring a smooth and on schedule launch.
• Work closely with clients to understand their specific requirements and tailor services and engagement plans accordingly.
• Coordinate with internal teams to ensure all client-specific setups and configurations are completed and maintained in accordance with client requirements.

Performance Management and Reporting:

• Liaise with client reporting team to manage the timely and accurate production of client management information ahead of release to clients.
• Monitor and report on service performance metrics to clients and internal stakeholders.
• Conduct regular performance reviews with clients to assess satisfaction and identify areas for improvement.

Proactive Engagement:

• Immerse yourself in client businesses and stay informed on motor market developments in order to pre-empt challenges and opportunities for your clients.
• Proactively engage internal teams to respond to client and market developments to maintain leading service standards.
• Ensure clients are alerted to relevant industry developments and how they may impact their business whilst offering suitable solutions to support.
  
  

Knowledge and Abilities:

• Relationship management experience in the insurance industry
• Confident communicator capable of building relationships
• Knowledge of the motor insurance claims market
• Ability to work proactively and autonomously to understand and respond to client challenges
• Sound understanding of MI reporting with a keen eye for detail
  
  

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan