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Sarah McKee-Harris (Recruitment and Retention Expert)
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Lighthouse Executive are delighted to be working with a growing commercial Insurance Broker based in North Essex who pride themselves on providing their clients a first-class bespoke service. With a forward-thinking, consultative approach to insurance broking, they are looking for a like-minded individual to join them in a newly created Head of Client Management position based from their head office on a permanent, full-time basis.
The role of Head of Client Management is to lead and manage a team of Account Handlers, ensuring the delivery of high-quality client service and efficient handling of all account-related activities. As a developing business they are seeking someone looking to join a thriving, dynamic insurance company offering a unique service to their clients.
The successful candidate will be required to work across the two offices located in Essex and Hertfordshire, a minimum of 1 day per week in each location. They offer a hybrid/flexible working environment.
Key Responsibilities include:
* Team Leadership: Manage, mentor, and develop a team of Account Handlers, providing guidance and support to ensure high performance and professional growth.
* Client Relationship Management: Oversee the management of client accounts internally, ensuring excellent customer service and addressing any escalated issues or complex queries. For larger clients direct client support with account director / executive.
* Performance Monitoring: Set performance targets for the team, monitor progress, and implement improvement plans as necessary.
* Process Improvement: Identify and implement process improvements to enhance efficiency and service quality within the team.
* Reporting: Prepare and present regular reports on team performance, client satisfaction, and other key metrics to senior management.
* Training and Development: Organise and deliver training sessions to ensure the team is up-to-date with industry best practices and company policies.
* Collaboration: Work closely with other departments, such as Sales, Marketing, and Operations, to ensure seamless service delivery and client satisfaction.
Qualifications and Experience:
Education: Ideally Bachelor’s degree in Business Management, or a related field. CII qualified, ideally to Associate level.
Experience: Significant experience in client account management within the insurance industry, with a proven track record of leading and managing teams. Experience in Commercial and/or Commercial Property highly desirable. Experience with High Net Worth (HNW) clients desirable.
Skills:
* Strong leadership and team management skills
* Excellent communication and interpersonal skills
* Proficiency in IT, including Microsoft Office and relevant CRM systems, ideally Acturis.
* Strong analytical and problem-solving abilities
* Ability to manage multiple priorities and work under pressure
Key Attributes:
* Customer-focused
* Proactive and results-oriented
* Adaptable and resilient
* Strong organisational skills
Person Specification
* Strong experience working in insurance, managing teams in client account management.
* Experience in Commercial and/or Commercial Property highly desirable.
* Experience with High Net Worth (HNW) clients desirable.
* Full UK driving licence essential, due to regular travel between Essex and Hertfordshire office
* Ideally Bachelor’s degree in Business Management, or a related field. CII qualified, ideally to Associate level.
* Flexibility in your approach to work
* Strong leadership and team management skills
* Excellent communication and interpersonal skills
* Proficiency in IT, including Microsoft Office and relevant CRM systems, ideally Acturis.
* Strong analytical and problem-solving abilities
* Ability to manage multiple priorities and work under pressure
DBS/criminal records check to be carried out by employer: Yes
Up to £65k DOE | 9-5pm Mon-Fri (hybrid working) | Regular travel to Essex & Hertfordshire office | Commercial insurance | Relationship management | Experienced Insurance Professional | Thriving, innovative Insurance Broker
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management
* Industries
Insurance Agencies and Brokerages and Insurance
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