Head of Client Management

Up to £65k DOE | 9-5pm Mon-Fri (hybrid working) | Regular travel to Hertfordshire office | Commercial insurance | Relationship management | Experienced Insurance Professional | Thriving, innovative Insurance Broker

Company Description

A growing commercial Insurance Broker 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 at their head office in North Essex.

Job Description

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 North 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.
• Flexibility in your approach to work.

DBS/criminal records check to be carried out by employer: Yes

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