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Client Service Manager en Davies

Davies · Lostock, Reino Unido · Hybrid

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The Client Service Manager role is a vital day-to-day point of contact for Keoghs Legal Solutions Clients. They build strong relationships with technical, operational and procurement teams within client organizations to establish themselves as the ‘go to’ advisor for day-to-day tasks and responsibilities. The CSM role within Legal Solutions focuses on the ongoing management of day-to-day client engagement and performance reporting. It also extends to initial onboarding of new clients and other client management responsibilities, pre-empting challenges and proactively identifying opportunities to enhance the overall client relationship A CSM will understand client needs and champion those needs internally to ensure effective service delivery. 

Key Responsibilities

Performance reporting and service delivery: 
  • Support the development and implementation of new client MI reporting requirements 
  • Continuous development and delivery of existing MI and reporting across all lines of business including analysis prior to release 
  • Fronting day-to-day client queries across the full breadth of our panel position to ensure we are responsive and respond/direct queries efficiently
  • Coordinate responses to ad hoc MI requests ¡  SLA and KPI monitoring and analysis against bespoke service delivery requirements across relevant lines of business
  • Lead and take ownership of all client QBRs, MBRs, and ad hoc sessions 
  • Preparing MI reporting, analytics within presentation materials
Relationship Management:
  • Liaise with client reporting team to manage the timely and accurate production of client management information ahead of release to clients.
  • Manage day-to-day interactions with clients to ensure we meet client expectations and maintain positive relationships. 
  • Build and maintain strong relationships with a variety of technical and supply chain management teams within client organisations. 
  • Proactively seek feedback from clients and gather insights to inform an engagement plan focused on each client’s specific needs and objectives. 
  • Coordinate internal activity to optimise service delivery relative to client needs and resolve client issues promptly and effectively.
  • Monitor and report on service performance metrics to clients and internal stakeholders. 
  • Conduct regular performance reviews with clients to assess satisfaction and identify areas for improvement. 
  • Contribute to the development and execution of client engagement and growth plans.  
Working Hours
35 hours per week
Monday – Friday 9am – 5pm with ability to work flexibly on occasions 
Home-based role with travel to Davies and client offices as required. 

Skills, Knowledge and Expertise

  • Relationship management experience ideally in the insurance industry
  • Confident communicator capable of building relationships
  • Ability to work proactively and autonomously to understand and respond to client queries, challenges and requirements
  • Good understanding of MI and performance reporting with a keen eye for detail



Benefits

  • Davies Incentive Plan
  • 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
  • Family Cover Private Medical Insurance (Bupa) - will automatically be at single cover level but can opt into family option within first month of joining.
  • Simply Health Care Cash Plan
  • WeCare – 24/7 online GP, mental health support and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
  • Death in Service
  • Critical Illness Cover
  • PHI/Income Protection (Private health insurance)
  • Pension Contribution based 5% Employee / 3% Employer
  • Employee Resource Groups
  • Employee Volunteering Programme
  • Cycle to Work Scheme*
  • Tech Scheme*
  • Season Ticket Loan*
  • Gym Flex*
  • Access to Online Discount Sites
  • Discounted Gourmet Society Membership
  • Discounted Tickets for Merlin Attractions nationwide
  • Discounts at local retail outlets
* after successfully completing probation
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