Client Services Manager - Darwen, United Kingdom - Towergate Health & Protection

Towergate Health & Protection

Verified Company

Darwen, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Client Services Manager - Darwen - ARDGX844751

The role of the Client Services Manager is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients.

You will be the first point of contact for the team and will be expected to have the skills and knowledge to understand and resolve any issues that should arise.

Our Client Services Team Manager needs to be able to distinguish and work within the boundaries of non-advised queries and to work within Towergate's Compliance Guidelines, Data Protection, FCA Guidelines and Treating Customers Fairly.

Duties and responsibilities:

The job holder will provide a service, confining advice and information to those areas in which the job holder is deemed competent, otherwise seeking advice as appropriate.

The role will include but not limited to:

To understand and ensure the client services team are following the Target Operating Model (TOM).
To ensure that the client services team are adhering to all processes and Service standards assigned to them.
To maintain and develop our inhouse computer system (Organise IT) and ensure the completeness and accuracy of the data within it.
To perform spot checks each month in line with agreed checklists and Service standards.
To deal with HR issues that arise within your team with the support of your line manager.
To be responsible for monthly 121s, midyear and annual performance reviews with your team.
To be responsible for signing off annual leave ensuring there is adequate cover for the existing team.
To be responsible for managing absence as appropriate.
Ensuring proactive recruitment interviewing, note taking, processing applicants via Towergate Portal, confirming offers and onboarding new staff members.
Effective management of leavers process within team.
Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.
Drive the engagement of the team through proactive twoway communication, teamwork and collaboration.
To motivate and encourage the culture of putting the client at the forefront of everything we do
To work as part of Client Services Management Team to support the department goals & also other departments as and when relevant.
To ensure that there is a level of understanding the industry and products relevant to role.
Maintain own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
Be prepared to work outside contracted hours if workloads and business requirements necessitate.
Undertake any additional work as and when required.
Attend internal and external meetings with Insurers and product training as required.
Periodically attend client meetings with Sales Consultant.
Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
Receiving complaints and escalating as appropriate.
Manage workloads including delegation of work to team.
Coordinate the team on any nonportfolio work streams such as mailbox rota.
Provide technical support & guidance for team members.
Provide training for new starters and existing team members where required.
Be an escalation point for the team and be on hand to support with client queries at all times.

General Responsibilities

To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.
To ensure compliance with local procedures, customer service standards and financial and Industry compliance regulations and legislations.
To undertake training in line with agreed objectives. Keep up to date with product and technical developments as required in this role.
Proactively drive own development by seeking to improve and demonstrate technical and industry knowledge, including study for industry accredited examinations and attendance on identified Towergate sponsored courses as well as on going deskbased training.
To proactively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change
To undertake ad hoc work as may reasonably be required by the company.

The foregoing is not an exhaustive job description, it does, however, highlight what will be your principal responsibilities.

You will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing.

Some of the other benefits are:

Holiday entitlement of 26 days plus bank holidays
Opportunity to progress your career across the entire Ardonagh family
Gain CII or ACII qualifications to boost your knowledge and career prospects
Pensions scheme for when you feel it's time to retire
24hour support for physical and mental wellbeing
1 days paid volunteering day to give back to our communities
The Spotlight Awards, where we shine a light on the brightest talent across our group

Why not check us out on LinkedIn to find out what life's really like at Ardonagh.