Client Relationship Manager

Client Relationship Manager

Job Type: Full Time, Permanent

Location: South East

Working Hours:

Salary: £Competitive

Benefits

• A Competitive base salary
• Company car or car allowance
• Life assurance x 4 annual basic salary
• Employee assistance programme, including 24/7 GP access, second referral options and wellbeing support
• 25 days holiday, plus bank holidays with purchase/buy back options
• An inclusive and people centric place to work, a comfortable and professional working environment and plenty of support to develop your career
• Company Pension
• Various other benefits you’d expect from a market leader

About us

Woodgate & Clark has been providing a loss adjusting service to the UK insurance market for over 40 years and, since 2015, has been part of the Van Ameyde Group, Europe’s market leader in international claims management.

At Woodgate & Clark, we pride ourselves on our superior technical expertise and the quality of the service that we provide to our clients, whilst enjoying one of the highest ratios of qualified personnel in the profession.

The Role – Client Relationship Manager:

As part of our continued growth, we have an excellent opportunity for a Client Relationship Managerto build and develop positive relationships with our clients, ensuring their continued business and creating potential for growth.

What you’ll be doing:

Essentially, you’ll oversee and support the quality of service provided to our clients and provide structured feedback and recommendations for business improvement or development from a Client perspective.

Additionally, you'll manage Client Relationships through regular review meetings to ensure client satisfaction and maintenance of service level agreements across the business. This will include creating and providing presentations and training to develop market awareness of the service, industry knowledge and USP of Woodgate & Clark to enhance brand image and company profile.

You’ll also:

• Act as a referral point for day-to-day client enquiries about our service and to follow up on enquiries to ensure they are actioned effectively and in a timely manner.
• Maintain regular dialogue with clients and seek feedback on their perceptions and experience of our service.
• Share client feedback internally, selecting an audience and method of communication appropriate to the feedback.
• Enable colleagues access to clear and accurate information on the claims handling requirements and philosophies of clients, efficiently communicating any changes.
• Assist colleagues enquiries concerning the requirements or approach of Clients and provide training if required.
• Act as an escalation point for clients for issues and complaints regarding our service and oversee our response and resolution.
• Identify and troubleshoot potential risks to Client relationships.
• Support and help facilitate formal review activities with clients, for example, file audits, review meetings etc.
• Co-ordinate and review any MI reports that are required by Clients, checking that the information is accurate and issued within agreed timescales.
• Proactively monitor SLA adherence and other performance measures and highlight any issues or concerns to Directors.
• Engage in Client led activities concerning the development of their business or adaptation of their claims service, identifying opportunities to strengthen Client Relationship and grow our business.
• Report to Directors on Client led business developments or adaptations to their claims service so that operational and financial considerations can be managed and planned.
• Share and promote Woodgate & Clark led business developments to clients, such as new or improved services, company achievements or accolades, staff recruitment, investment or promotion.
• Support and participate in relationship building activities with Client employees, for example, social events, collaborative training etc.
• Ensure compliance with legal and regulatory requirements at all times and highlight any contravention to the Managing Director.
• Uphold Woodgate & Clark Limited Code of Business Conduct at all times.

Person Specification – Client Relationship Manager:

Ideally hold Dip CII/Dip ACILA or other relevant industry qualifications

• Previous relevant experience and knowledge of the insurance industry and market.
• Commercially aware, with a proven track record and focus of managing and developing Client Relationships.
• Reporting at Director level and engaging with senior professionals.
• Act ethically, with integrity and responsibly – taking ownership of outcomes.
• Adopt a positive attitude and proactive approach to problem solving.
• Display attention to detail and pursuit of quality.
• Think creatively and seek out innovation.
• Able to work on own initiative and co-ordinate a variety of actions concurrent.
• Resilient and able to work well under pressure.
• Flexible and open to change, with a commitment to ongoing development and improvement.
• Excellent communication, Interpersonal and social skills.
• Negotiation and conflict management experience.
• Organisation and planning skills relevant to the role.

Our values

We are a service provider and our people are our business. The human touch and relationship management really matter to us. We have created a culture to help ensure our people are happy in their roles, and which encourages innovation, curiosity and ambition.

We are committed to understanding and responding to the motivators of our people, be that autonomy, continuous development, recognition, a competitive reward package or work-life balance. This translates into motivated teams, who enable us to forge strong, long-term relationships with our clients to best serve their unique needs.