Lighthouse Executive are delighted to be working with a growing commercial Insurance Broker based in North Essex who pride themselves on providing their clients a first-class bespoke service. With a forward-thinking, consultative approach to insurance broking, they are looking for a like-minded individual to join them in a newly created Head of Client Management position based from their head office on a permanent, full-time basis.

The role of Head of Client Management is to lead and manage a team of Account Handlers, ensuring the delivery of high-quality client service and efficient handling of all account-related activities. As a developing business they are seeking someone looking to join a thriving, dynamic insurance company offering a unique service to their clients.

The successful candidate will be required to work across the two offices located in North Essex and Hertfordshire, a minimum of 1 day per week in each location. They offer a hybrid/flexible working environment.

Duties

Key Responsibilities include:

Team Leadership: Manage, mentor, and develop a team of Account Handlers, providing guidance and support to ensure high performance and professional growth.
Client Relationship Management: Oversee the management of client accounts internally, ensuring excellent customer service and addressing any escalated issues or complex queries. For larger clients direct client support with account director / executive.
Performance Monitoring: Set performance targets for the team, monitor progress, and implement improvement plans as necessary.
Process Improvement: Identify and implement process improvements to enhance efficiency and service quality within the team.
Reporting: Prepare and present regular reports on team performance, client satisfaction, and other key metrics to senior management.
Training and Development: Organise and deliver training sessions to ensure the team is up-to-date with industry best practices and company policies.
Collaboration: Work closely with other departments, such as Sales, Marketing, and Operations, to ensure seamless service delivery and client satisfaction.

Qualifications and Experience:

Education: Ideally Bachelor’s degree in Business Management, or a related field. CII qualified, ideally to Associate level.

Experience: Significant experience in client account management within the insurance industry, with a proven track record of leading and managing teams. Experience in Commercial and/or Commercial Property highly desirable. Experience with High Net Worth (HNW) clients desirable.

Skills:

Strong leadership and team management skills
Excellent communication and interpersonal skills
Proficiency in IT, including Microsoft Office and relevant CRM systems, ideally Acturis.
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and work under pressure

Key Attributes:

Customer-focused
Proactive and results-oriented
Adaptable and resilient
Strong organisational skills

Person Specification

Strong experience working in insurance, managing teams in client account management.
Experience in Commercial and/or Commercial Property highly desirable.
Experience with High Net Worth (HNW) clients desirable.
Full UK driving licence essential, due to regular travel between Essex and Hertfordshire office
Ideally Bachelor’s degree in Business Management, or a related field. CII qualified, ideally to Associate level.
Flexibility in your approach to work
Strong leadership and team management skills
Excellent communication and interpersonal skills
Proficiency in IT, including Microsoft Office and relevant CRM systems, ideally Acturis.
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and work under pressure

DBS/criminal records check to be carried out by employer: Yes

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