Full details of the job.
Vacancy Name
Customer Engagement Manager - FTC for 6 months
Employment Type
Full-Time
Location
Milton Keynes
Job Role
At MIB, our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers, and Government, our collective aim is to make it a thing of the past. Until that’s accomplished, we’re here to compensate victims quickly, fairly, and compassionately.
Last year, we helped more than 42,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims in rebuilding their lives.
Our work and impact stretch further too. We manage services for the insurance industry and government to help keep costs down for UK motorists, and we manage the Insurance Fraud Bureau, which brings together insurers, partners, and law-enforcement agencies in the fight against fraud.
Purpose of the Customer Engagement Manager
* To be accountable for ensuring the allocated customers are ready to go-live when phase 2 of the Navigate platform launches in 2025.
* To build relationships across the allocated customers and ensure all accountable parties are aware of the Navigate requirements and are working to achieve the target go-live date.
* To work across programmes to support customer engagement and readiness.
* To have planned and proactive engagement with clients, focusing on developing an action plan that will see them successfully transition over to Navigate on time.
* Ensuring, validating, or checking customer understanding of our messages throughout the project.
* To work with customer teams in underwriting, claims, technical, and projects, to identify points of contact across all relevant disciplines and develop great relationships with them all.
* To monitor the client contact and take a lead on supporting them across all disciplines, supported by SMEs across the MIB product and project teams.
* To identify issues quickly that could impede their readiness and work with them, and other MIB colleagues to identify and deploy solutions.
* To work with the other engagement team members to ensure client action plans are maintained accurately and any reporting correctly reflects customer readiness across the market.
* To support the wider Navigate programme where it relates to supporting customer readiness – this might be in developing training materials, or attending workshops or training sessions to help customers prepare for go-live.
* To support the development and outputs from customer focus groups and forums in the development of revised data standards across MIB products.
* To be responsible for customer involvement in data governance, data management, and data standards work and work to benefit the wider industry in improving data quality across MIB products.
* To champion data quality excellence and be a force for good in transforming MIB products.
* May require travel where face-to-face sessions feel right – includes Gibraltar and N Ireland.
Qualifications and Education
Skills and Knowledge
* Previous experience managing customer contact – owning a customer challenge and seeing it through to conclusion.
* Experience of working with customers across various disciplines – wearing various ‘hats’ to achieve an outcome (technical, projects, claims, underwriting, etc).
* Experience of managing and developing business plans to achieve delivery of targets.
* Track record in negotiating effectively to achieve desired results.
* Excellent communication skills – chairing and owning conversations with ownership and gravitas.
* Self-reliant, proactive, and able to plan work and drive results without supervision.
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities, and experiences, we redefine what is possible every day. Regardless of your colour, age, race, gender, sexual orientation, or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge, and want to make a difference to people’s lives, we want to hear from you.
Salary and Benefits
Salary circa £50,000 per annum depending on experience. FTC for 6 months. Grade 12. 35 hours per week (Monday - Friday). IT kit supplied to you. £320 (before tax) start-up allowance. Hybrid working from our office in Milton Keynes, home, and visiting customer locations.
Other Benefits include:
* Contributory Group Stakeholder Personal pension scheme.
* Life Assurance.
* Holiday purchase scheme.
* Sports and Social Club.
* 24/7 Employee Assistance Programme.
* Free access to online tools to support mental and physical health.
* 1 volunteer day each year and charity matched funding scheme.
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