Client Services Lead

We are a rapidly growing business that is passionate about our people and clients. Our purpose is to challenge the status quo and create a client experience like no other in the insurance market. We have created an ecosystem that includes other like-minded professionals that extends the service we can provide our clients we believe having great individuals in our business is what will really make a difference for our clients.

The purpose of this role is to lead the regional client services team in delivering on our commitment to become The Best Advisory by delivering exceptional client service that supports our financial and non-financial goals.

Responsibilities

• Provide strategic client services leadership and tactical delivery across the teams.
• Delivering on and demonstrating consistent client satisfaction NPS of 70+.
• Delivering on and demonstrating adherence to our client journey. 80% minimum.
• To champion our commitment to spirit in task, client appreciation and PACE values.
• Supporting the delivery of our seamless advice methodology.
• To be an active participant and contributor to group wide operational projects.
• To be a positive change agent in supporting design and delivery of projects.
• Demonstrate an ethos of driving towards continuous improvement.
• To build & support positive working relationships between all regional teams.
• To review processes, controls and communications across Partners& as required.
• Ensure regional KPI are being met identify or improvement plans to improve.
• To proactively manage resource levels within the designated teams.
• To be a positive contributor to the regional management team.
• Collaborate to deliver efficient people-centric operational processes.
• To set clear team goals, monitor team performance and report on metrics.
• To ensure that training, development, and support plans are in place for the teams.
• To deliver on your personal allocation of client book via excellent client services.

Qualifications

• Ideally ACII qualified (or working towards).

Experience/ skills

• Technical knowledge of the Insurance Industry with reference to commercial insurance.
• Demonstrable delivery of excellent client services.
• Excellent team management, time management, decision making and communication.
• Process driven with strong project management implementation.
• Demonstrable ability to provide a responsive pro-active service to clients.
• A mature manner and committed to the collective success of Partners& and its clients.
• In depth knowledge of performance metrics and leading a team to these goals.
• Ability to organize team workflow, prioritising tasks and managing own time.
• Confident user of technology and software e.g. MS Office, Outlook, Acturis
• Working knowledge of broking processes and regulatory standards.
• Working knowledge of FCA compliance rules.

Competencies

• Ability to take a wider view and apply it strategically to provide solutions.
• Build a culture that encourages communication & information sharing at all levels.
• Develop & implement plans for your business area to achieve regional aims.
• Seek to understand issues in depth to tackle root causes of business challenges.
• Support & drive innovation, disruptive thinking & new initiatives.
• Develop an inclusive culture throughout the region.
• Engage others and bring teams together to co-operate & solve problems.
• Take responsibility for your decisions even when they are challenged and encourage others to ask questions, making it clear you are open to challenge.
• Demonstrate broad business thinking & sound commercial judgement.
• Use technology to support the delivery of best practice.
• In depth knowledge of Partners& Proposition.