At a Glance
- Tasks: Lead client service improvements and enhance retention strategies across Scotland.
- Company: Join Marsh, a global leader in risk and management consulting.
- Benefits: Flexible hybrid work, professional development, and a diverse, inclusive environment.
- Other info: Opportunity to work with a dynamic team and drive innovative solutions.
- Why this job: Make a real impact on client relationships and service standards.
- Qualifications: Strong change management skills and a passion for client retention.
The predicted salary is between 60000 - 80000 £ per year.
Purpose of the role
This role is responsible for ensuring that client service standards across the C&C offices in Scotland are continuously improved, in order to enhance client service revenues through improved retention, yield and enhanced solutions.
Responsibilities
- Work closely with the Regional MD and HoO to execute on the UK C&C Client Service Strategy in Scotland to:
- Embed a service culture throughout the region
- Embed core service disciplines, including but not limited to:
- Responsibility for “at risk” process, hosting regional “at-risk” calls, vulnerability assessments
- PRISM attendance and quality - act as an independent challenger
- Client service feedback
- Identify and direct challenge reviews in conjunction with IMPACT
- Deliver on Trophy client strategy
- Enhance the client renewal experience (e.g. digital solutions, quality of reports and presentations) ensuring renewal cycle quality is consistently executed
- Lead the client service feedback programme across Scotland, improving response rates and in person meetings across our large client portfolio
- Ensure Strategic Client Director (SCD) coverage and activity across trophy clients
- Perform personal SCD role across a minimum of 8-12 accounts
- Challenge and coach regional SCDs in the role
- Deliver service-related colleague development
- Support the Client Executive and Client Advisory Academy programmes
- Coach CE Leaders and CE population to drive excellent service standards
- Drive Enhanced Solutions strategy to ensure that office ES objectives are met
- Form part of other key functions execution models, especially but not limited to Industry, Advisory, MMB and Operations
- Champion AI and Digital solutions
- Support the roll-out of UK initiatives to grow renewal income across CE portfolios
- Support the delivery of the UK Multinational strategy in Scotland to improve client retention and service standards.
What you need to have:
An obsession with vulnerability and how we can mitigate weaknesses before we lose the relationship
A strong character that comes with change management and influencing colleagues to execute consistent best practice
What makes you stand out:
A track record of retaining clients and helping colleagues retain clients
A good understanding of data and how we can use data to impact improvement
Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@marsh.com.
Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
Head of Service, Scotland (Corporate & Commercial) in Glasgow employer: Marsh McLennan
Marsh is an exceptional employer that prioritises a culture of service excellence and continuous improvement, particularly in the dynamic environment of Scotland. With a strong commitment to employee development, Marsh offers robust training programmes and opportunities for career advancement, all while fostering a diverse and inclusive workplace. The hybrid work model allows for flexibility, ensuring that employees can balance their professional and personal lives effectively while collaborating closely with colleagues to drive client success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service, Scotland (Corporate & Commercial) in Glasgow
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their client service strategies and think about how your experience aligns with their goals. This will help you stand out as someone who’s genuinely interested in making an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can enhance client retention and service standards. Use specific examples from your past experiences to show how you’ve successfully tackled similar challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Service, Scotland (Corporate & Commercial) in Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Service role. Highlight your experience in client service and change management, as these are key aspects of the job. We want to see how your skills align with our mission at Marsh!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've retained clients or improved service standards in previous roles. We love numbers, so if you can quantify your success, even better!
Be Authentic:Let your personality shine through in your application. We value diversity and want to know what makes you unique. Share your passion for client service and how you can contribute to our culture at Marsh.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you're serious about joining our team!
How to prepare for a job interview at Marsh McLennan
✨Know Your Client Service Strategy
Before the interview, make sure you understand Marsh's Client Service Strategy in Scotland. Familiarise yourself with how they aim to enhance client service revenues and improve retention. This will help you demonstrate your alignment with their goals and show that you're ready to contribute from day one.
✨Showcase Your Change Management Skills
Given the emphasis on change management in the role, prepare examples of how you've successfully influenced colleagues to adopt best practices. Be ready to discuss specific situations where your leadership made a difference in client retention or service improvement.
✨Emphasise Data-Driven Decisions
Marsh values a strong understanding of data. Come prepared with examples of how you've used data to drive improvements in client service or retention. Highlight any tools or methodologies you've employed to analyse client feedback and implement changes.
✨Demonstrate Your Coaching Ability
As this role involves coaching others, think about your past experiences in mentoring or training colleagues. Be ready to share how you've helped others develop their skills, particularly in delivering excellent service standards, and how you can bring that experience to Marsh.
