Head of Client Services - Insurance

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.
• 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

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