Customer Relationship Manager Ecclesiastical Insurance UK · United Kingdom · in London

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Remote

About the role

Ecclesiastical Insurance, who are proudly part of Benefact Group, are looking for a Customer Relationship Manager to join us on a remote basis with travel across the UK. In this newly created role, you will support the development and accountability for our customer relationship management offering for Ecclesiastical Insurance UK. Ensuring customers receive exceptional service across our commercial insurance products and propositions, driving the delivery of target market customer needs, commercial objectives and regulatory responsibilities.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

What you’ll be doing

• Design and deliver successful programmes of customer engagement and relationship building across the Ecclesiastical UK business, to ensure customer satisfaction and retention, and to build customer loyalty.
• Act as the primary contact between the customer and insurer as part of the company’s trilateral programme.
• Understand client needs, obtain customer insights and coordinate the overall customer experience with Ecclesiastical UK, ensuring customers receive a co‑ordinated, quality service in all business areas.
• Pro‑actively work with business areas to make the most of opportunities and to anticipate and mitigate issues.
• Use relevant CRM tools to manage customer interactions, service delivery and trilateral performance metrics, ensuring a well‑maintained central log of customer interaction.
• Ensure customer understanding of our proposition to secure long‑term customer commitment and growth.
• Ensure consistent engagement with the customer’s broker to ensure a smooth trilateral relationship.
• Engage with internal stakeholders at all levels to ensure customer requirements are met and feed into the Customer Segment Team on any new areas of innovation required.
• Support the Customer Segment Director with external segment engagement opportunities.
• Proactively contribute within the Customer Segment team, driving shared goals in product and proposition, and regulatory compliance.

What you’ll need to have

• Must hold a full UK Drivers Licence.
• Significant general insurance experience.
• Qualified to CII Diploma level minimum.
• Strong Underwriting technical knowledge or excellent understanding of commercial lines insurance products and schemes gained in relevant roles.
• Customer and broker relationship management experience and evidence of successful customer retention.
• Excellent understanding of the insurance market and fully up to date with regulatory requirements, specifically in relation to Product Oversight and Governance and Consumer Duty.
• Experience of leading strategic projects and championing customer needs and outcomes.

What makes you stand out

• Strong collaboration skills across different business areas and excellent stakeholder management and relationship skills.
• Ability to generate new ideas and challenge the status quo to support customer needs.
• Proven track record of influencing senior stakeholders.

What we offer

• A competitive salary - let’s discuss it
• Car Allowance
• Group Personal Pension - up to 12% employer contribution
• Generous annual bonus scheme between 10% - 40%
• 28 days annual leave plus