Job Details

Client Services Specialist - Group Risk

Wokingham, Berkshire, United Kingdom, Permanent

Posted: 2 days ago


Purpose of the Role:

The role of the Client Services Specialist is to provide office-based support for an assigned Sales Consultant in the day to day running of the client portfolio, including all client and provider interactions. This also includes setting up and supporting actions for policy renewals.

The Client Services Specialist will be part of the first point of contact for all client and provider queries and issues as they arise and is expected to have the skills and knowledge to understand what actions are required to meet the expectations of all parties.

The Client Services Specialist 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:

  • Ensure the smooth running of assigned client portfolio a day to day basis.
  • Develop, maintain and cultivate a constructive and professional relationship with Sales Executives, Clients and Insurers at all levels.
  • Be the first point of contact for day to day administration from clients, providers and other internal and external sources.
  • Independently respond to queries from both clients and insurers in a pro-active manner, meeting agreed SLAs and keeping all parties updated.
  • Co-ordinate administration of schemes, including invoicing, accounts, client queries, claims, underwriting, rehabilitation support services & communication material. (appropriate to department)
  • Proactively initiate and manage the gathering of all relevant data for each client's scheme renewal and ensure accuracy at all times and assist with the analysis of data as required.
  • Prepare template client reports as requested by the Sales Consultant.
  • Ensure that any correspondence received and issued is checked for discrepancies and challenge as appropriate.
  • Ensure that client records and in house system is always kept up to date including new business, retention and financial information.
  • 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, subject to agreement of the Client Services Team Manager & Team Resourcing.
  • Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
  • Receiving complaints and escalating as appropriate.
  • Supporting and Training new team members.
  • Delegating of tasks to administrators as appropriate.
  • Support Sales Consultants with new business opportunities, ensuring a first class, first impression to the client.

General Responsibilities

  • To assist team performance through 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 desk-based training.
  • To pro-actively 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.

Essential Criteria - Must be clearly demonstrated on CV

  • Previous experience of group risk administration

Please apply online

Job Details

Wokingham, Berkshire, United Kingdom