Birmingham Business Park Solihull Parkway B37 7YN
Ref: VA3930
#OFE
Benefits
- Competitive salary plus performance related bonus
- 29 days holiday including public holidays plus additional days with service
- Pension contributions
- Referral bonus scheme
- Enhanced parental leave
- Enhanced sick pay
- Wagestream—a Financial Wellbeing app giving you ultimate pay control! Get paid when you want, save monthly, enjoy shopping discounts, explore your benefits, and even connect with a financial coach.
- Talk to us about flexible working
- VIP Awards – colleague recognition scheme
- Cycle to work scheme
- Benefits App – virtual GP appointments, employee assistance programme (EAP), cycle to work, high street discounts, discounted vehicle maintenance & repairs and so much more!
- Steer Academy provides accredited ongoing training – paid for by the business
- Opportunities for career progression
Lead Client Success. Drive Operational Excellence. Make Every Customer Journey Count.
We're looking for an exceptional Client Lead to join our growing team and play a pivotal role in delivering outstanding service for our clients and customers.
This is a fast-paced, high-impact leadership role where you'll take ownership of client performance from First Notification of Loss (FNOL) through to vehicle arrival on site, ensuring service levels are consistently achieved and customer expectations exceeded.
Working within a high-volume shared services environment, you'll lead a dedicated team, drive operational performance, and ensure contractual Service Level Agreements (SLAs) are delivered right first time. If you're a proactive leader who thrives under pressure, enjoys solving complex operational challenges, and is passionate about delivering exceptional client experiences, we'd love to hear from you.
What You'll Be Doing
As Client Lead, you'll be responsible for the end-to-end delivery of client and pre-repair performance, ensuring every stage of the customer journey is managed efficiently and effectively.
Your responsibilities will include:
- Taking ownership of contracted client and pre-repair SLA performance.
- Leading, motivating, and developing a high-performing team focused on service excellence.
- Managing workloads and resources dynamically to ensure customer journeys progress without delay.
- Building strong relationships with clients and internal stakeholders to deliver outstanding outcomes.
- Monitoring performance data and producing meaningful client insights and reporting.
- Driving right-first-time performance through root cause analysis, continuous improvement, and proactive problem solving.
- Identifying and mitigating SLA risks before they impact performance.
- Coordinating work across teams and locations to balance capacity and maintain service standards.
- Embedding a culture of accountability, pace, and customer-focused decision making.
- Supporting operational excellence initiatives that improve efficiency, quality, and client satisfaction.
What We're Looking For
Essential Experience
- Experience in a client-facing role delivering challenging service level commitments.
- Proven leadership experience with the ability to engage, motivate, and develop teams.
- Strong stakeholder management and communication skills.
- Demonstrable experience using data and performance metrics to drive operational improvements.
- Excellent problem-solving abilities with a focus on achieving positive outcomes.
- The ability to remain calm, focused, and decisive in a fast-moving environment.
Desirable Experience
- Experience within a high-volume claims, insurance, automotive, or shared services environment.
- Knowledge of FNOL, repair management, or customer journey operations.
You'll be someone who:
- Is passionate about delivering exceptional service for both clients and customers.
- Thrives in a fast-paced operational environment.
- Makes confident, informed decisions under pressure.
- Takes ownership and accountability for results.
- Uses data and insight to drive performance.
- Has a continuous improvement mindset and is always looking for better ways of working.
- Inspires teams to achieve ambitious goals while maintaining high engagement and morale.
Why Join Us?
This is an exciting opportunity to join a business that is committed to operational excellence, customer satisfaction, and continuous growth.
You'll have the opportunity to:
- Lead a critical function with genuine influence on business performance.
- Work with a talented and supportive leadership team.
- Drive meaningful improvements that enhance client and customer experiences.
- Develop your career within a growing and ambitious organisation.
- Make a real impact every day.
Ready to Lead the Difference?
If you're an experienced operational leader with a passion for client service, team development, and delivering results, we'd love to hear from you.
Apply today and help us deliver exceptional journeys for our clients and customers from first contact through to repair.
