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Client Services Manager

2 months ago

United Kingdom Insurwave Full time

At Insurwave, we are looking for remarkable people who thrive on making an exceptional contribution. We now have an exciting opportunity for a client service manager to play a key role in leading our client service support team. If making a difference gets you out of bed in the morning, then this could be the perfect opportunity and the start of something incredible

What will I be doing

As our client service manager, you’ll set the vision for our client service support delivery function, leading and inspiring a team of client service analysts, driving our strategy and spearheading initiatives to ensure that we deliver excellence in our client support services. You will be obsessed about service excellence, ensuring timely delivery of support services to clients, setting and monitoring SLAs and unlocking opportunities for continuous service improvement, enabling self service. You will interact with clients on service performance and will work closely with internal cross-functional teams to implement data-driven process improvement to improve key service metrics that you will set. This hands-on role requires a combination of client obsession, strategic thinking, analytical prowess, attention to detail and strong execution skills to create exceptional service experiences for our users.

It’s also fun; shaking things up is what working for a growing company is all about. So you’ll need to be flexible, comfortable with continuous change, and working in a high-tempo environment as we grow.

What skills and experience will I need to bring with me?

You’ll need to be able to demonstrate the core skills for the role, although more importantly if you don’t quite have all the skills, you have a passion and willingness for learning. Here’s what we will be looking for:

  • Be the “service expert” across the company, working with service metrics data and process improvement methodologies, you know how to measure and improve service, communicate performance and delight clients
  • Demonstrable experience with setting client support service SLAs, proactive monitoring and reporting of client support services quality against these with a view to proactively anticipate potential issues and opportunities
  • Deliver robust operational analytics, insights, and transparency into service performance with success in delivering continuous improvement and automation initiatives
  • Know how to set and manage service governance, including reporting on SLAs and metrics to ensure clients expectations are met and SLAs are adhered to and continuously improved
  • Strong communication skills able to adjust style and approach depending on client and internal audience
  • Superb analytical abilities and cross-functional collaboration skills to drive initiatives across various teams including client success, product and engineering
  • Possess a problem-solving mindset, emphasising attention to detail, creativity and the ability to breakdown ambiguous problems into solvable components
  • Experience in using DMAIC methodologies - six sigma, lean six sigma, lean and kaizen certification is desirable
  • Be able to work autonomously and be a contributor to Insurwave, take initiative and set a rapid pace of execution, taking ownership of optimising service improvement, independently developing solutions to problems and thinking outside of the box

To be a successful Insurwaver, your attitude is as important as the skills you bring. Insurwavers think big, build with ambition, and put our clients’ experiences first. We are incredible team players, who have each other's back. These are our values which drive our culture, personified by our leadership team, and is key to what we are looking for in you.

Interview steps

  1. Preliminary phone call with the People Team (no video required)
  2. First video interview with our People Experience Manager
  3. Final interview with the hiring manager

Don’t be alarmed if there are other stages in the process, such as technical tests, it’s all part of the plan for some of our roles.

What is Insurwave?

Insurwave is a disruptive Insurtech company leveraging the power of AI to consolidate and visualise data, helping clients to understand risk and make smarter risk transfer and insurance decisions. Our platform offers an integrated insurance management experience, from ai-driven data ingestion through to collecting and consolidating risk data providing insight on business exposure changes in real-time.

What’s in it for me?

You’ll be part of a mission led team, working in a values oriented culture, doing the exciting work that you thrive on, making a real difference and having the impact you know you can have. As well as incredible job satisfaction, you’ll also get:

  • Lots of Holidays 25 days annual leave | 8 Bank Holidays
  • More than a competitive salary: Private Health Care - Critical Illness Insurance - Life Insurance - 5% pension plan matching - cycle to work scheme - weekly online Yoga sessions
  • Great work-life balance with flexible working options
  • A commitment to learning & development opportunities to support you in realising your potential

Altogether this makes Insurwave a thriving place to work with incredible, friendly and supportive people. Come and join our team