Client Service Manager

We currently have a very sought after and exciting opportunity for an experienced Manager or Team Leader to join our Commercial Enterprise Unit. The business unit is an integral part of our Specialty division that provides an advisory broker service to commercial and consumer clients across the UK. The Commercial Enterprise Unit specialises in providing a first class professional service to small business owners, responsible for placing over £20m GWP across over 19k policies. The team are based across our key office sites of Gloucester, Halifax, Leicester and Croydon.

As the Client Service Manager, you will provide a key role in help drive our servicing teams across our four locations, are responsible for managing the client’s policy lifecycle across a broad range of commercial lines insurances. You will be responsible for leading a strong team of professionals to achieve high service levels in line with our clients expectations, along with ensuring strong staff engagement and delivering solutions to help drive our business forward.

You will also be responsible for coaching and developing the team in order to ensure they provide outstanding customer service, while helping to drive growth, continual process improvement and ensuring that the client is always at the heart of what we do.

The management and leadership of the team is integral to the success of driving service excellence for the Commercial Enterprise Unit.

Responsibilities

• Maximise customer retention and additional revenue opportunities by supporting the customer facing teams to provide a great customer experience.
• Regularly report, review and identify development needs ensuring training plans are in place and appropriate coaching is available to enable team members to be fully effective in their roles and support career development.
• Lead your team to deliver services to the Account Handler community, adhering to Group policies, procedures and all regulatory requirements whilst meeting service standards.
• Manage KPI’s and SLA’s to ensure targets are met.
• Support continuous improvement by providing recommendations where appropriate to the Operations team and support initiatives as PIB evolves in a changing industry.

Experience

• Minimum of two years in a comparable Insurance Team Leading role, with a good understanding of the broking insurance market and the main classes of commercial insurance.
• Organised with the ability to prioritise and allocate workloads across your team according to business need.
• Previous experience of mentoring team members providing guidance and support on more complex tasks.
• Ability to analyse and interpret management information to maximise capacity, efficiency and performance.
• Confident use of MS Office suite and operational Acturis.

As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Very generous maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

REF-210 664