Description

Client Service Manager - Casualty

Department: Client Management

Employment Type: Permanent - Full Time

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 organizations 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 casualty 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.

Key Responsibilities
Client Relationship Management:

• Manage day-to-day interactions with a portfolio of core and volume casualty clients to ensure we meetclient expectations and maintain positive relationships
• Build and maintain strong relationships with a variety of technical and supply chain management teamswithin client organisations
• Proactively seek feedback from clients and gather insights to inform an engagement plan focused on eachclient'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 isconsistently delivered
• Ensure that service delivery aligns with contractual obligations and SLA/KPI requirements by proactivelymonitoring adherence
• Coordinate internal activity to optimise service delivery relative to client needs and resolve client issuespromptly and effectively

Onboarding and Implementation:

• Support the planning and delivery of new casualty client onboarding, ensuring a smooth and on schedulelaunch
• Work closely with clients to understand their specific requirements and tailor services and engagementplans accordingly
• Coordinate with internal teams to ensure all client-specific setups and configurations are completed andmaintained in accordance with client requirements

Performance Management and Reporting:

• Liaise with client reporting team to manage the timely and accurate production of client managementinformation 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 casualty market developments in order to preempt challenges and opportunities for your clients
• Proactively engage internal teams to respond to client and market developments to maintain leadingservice standards
• Ensure clients are alerted to relevant industry developments and how they may impact their business whilstoffering suitable solutions to support

Working hours

• 37.5 hours per week
• Monday - Friday 9am - 5pm
• Home-based role with travel to Davies and client offices as required

Skills, Knowledge & Expertise

• Relationship management experience in the insurance industry
• Confident communicator capable of building relationships
• Knowledge of the casualty 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

Job 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; hybrid, work from home or join a collaborative office space
• 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