Client Service Delivery Manager

2 weeks ago


Reading, Reading, United Kingdom CV-Library Full time
About the Role

We are seeking a highly motivated and experienced Client Service Team Manager to join our fast-growing team. As a Client Service Team Manager, you will play a key role in supporting the Group Risk team in delivering exceptional servicing to our clients.

Key Responsibilities
  • SUPPORT TEAM PERFORMANCE: Assist in team performance by maintaining open communication with colleagues and manager to identify areas for improvement.
  • ENSURE PROCESS COMPLIANCE: Ensure that the team adheres to all processes and service standards assigned to them.
  • HR SUPPORT: Deal with HR issues that arise within your team with the support of your line manager.
  • PERFORMANCE REVIEWS: Be responsible for conducting monthly 1-2-1s, mid-year, and annual performance reviews with your team.
  • RECRUITMENT AND ONBOARDING: Proactively recruit new staff members by interviewing, note-taking, processing applicants, confirming offers, and onboarding new employees.
  • Talent Development: Maintain own self-development by attending staff training arranged by the team and recognising the need for training within your team.
  • CUSTOMER SERVICE: Provide a professional telephone handling service for internal and external calls, including insurers, clients, and colleagues.
  • COMPLAINT HANDLING: Receive complaints and escalate as appropriate.
  • TECHNICAL SUPPORT: Provide technical support and guidance for team members.
  • TRAINING: Provide training for new starters and existing team members where required.
  • ESCALATION POINT: Act as an escalation point for the team and be available to support client queries at all times.
What We Offer
  • HOLIDAY ENTITLEMENT: Holiday entitlement of 26 days plus bank holidays.
  • CAREER PROSPECTS: Career prospects with opportunities to gain CII or ACII qualification to enhance knowledge and career prospects.
  • PENSION SCHEME: Pension scheme.
  • WELLBEING SUPPORT: 24-hour support for physical and mental wellbeing.
  • PAID VOLUNTEERING DAY: One day paid volunteering day to give back to local communities.
  • SPOTLIGHT AWARDS: The Spotlight Awards, which shine a light on talented individuals across the group.
Estimated Salary:

£45,000 - £55,000 per annum, depending on experience.



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