Client Services Manager - Employee Benefits

Description

Position: Client Services Manager – Employee Benefits
Team: Employee Benefits
Reports to: Client Services Director – Employee Benefits

Who are we?

Verlingue are an established, prominent independent family-owned Insurance Broker & Employee Benefits Consultancy with the long-term vision of becoming the recognised leading business of this type in Europe.  Operating from offices throughout France, Switzerland and the UK, Verlingue employ over 1,000 people, have income of around €100M and place nearly €2BN of premiums on behalf of clients.

In the UK we trade under the names Verlingue and NBJ London Markets. 

• We employ 180 people and have offices located in Manchester, Egham, Redhill and London.
• Verlingue are leading corporate Insurance Brokers providing Insurance, Risk Management and Employee Benefit services to businesses and Private Clients.
• NBJ London Markets are a specialist Lloyds & London Market broker providing access to unique products and services with capabilities to place business internationally.
• We identify with high standards of knowledge, professionalism, and ethical practices throughout the organisation.  We are recognised as part of an exclusive group of fewer than 200 Chartered Insurance Brokers.
• Ranked in the top 10 independent commercial insurance broking businesses in the UK, placing £135M of premium.
• Clients range from FTSE 250 to SME, HNW / connected Private Clients and other Retail brokers.

Our success is based around our people delivering high quality service, excellent working relationships and meaningful results for our clients, including provision of a single stop advisory service.  We offer the certainty of long-term relationships to clients, our insurer market and our people.  This sets us apart from our competitors.

For further background please visit www.verlingue.co.uk and www.nbjlondonmarkets.com

The Team

Verlingue have established Employee Benefits teams in Manchester, Redhill and Egham. The team work across the healthcare, risk, pensions and platform technology. The volume of business is rising rapidly and career opportunities within Manchester & Redhill and in the wider Verlingue group are excellent should individuals demonstrate the required skills and success in their role.

The Role

To oversee and manage the Client Services Team to ensure that a quality service is delivered to all clients in respect of renewal and new business employee benefits scheme arrangements. 

Responsible for the large client book, clients are a mix of large commercial and corporate and across a wide range of industries

Key Responsibilities

General responsibilities	Manage and lead the activities of the Client Services Team. Delegate and allocate workload amongst Client Services Team accordingly Improving customer service procedures, policies and standards for your department Meeting with other managers to discuss possible improvements to Client Services Team Involvement in staff recruitment, interviews and orientation   Training staff to deliver a high standard of client service Keeping ahead of developments in Employee Benefits by reading relevant journals, going to meetings and attending courses. Carry out regular (e.g. monthly) staff 1-2-1's and appraisals Handle complaints and queries Work closely with Sales Consultants and Broking & Projects Team to support them in delivering the service promised to meet clients expectations in relation to the renewal process and provision of customer service. Save all information to Acturis in line with procedures. Visit clients, insurer meetings, webinars etc, as and when required. Deal with clients and employee queries on a daily basis in a professional and respectful manner. Attend and partake in quarterly CRM Meetings across the business. Attend Management meetings as required.
Relationships	Building productive relationships with clients and providers. To work in collaboration with all staff within the Verlingue Group to aid the smooth running of the organisation as a whole. To demonstrate behaviours and values that support the business
IT and Systems	Ensure that all relevant information pertaining to a client is updated on the Acturis systems. Work within the Acturis system to produce and improve all documents, reports, GPP Summaries etc.  Provide workflows from Acturis in relation to the Client Services Team
Compliance	Support Consultant in ensuring compliance documents are all up to date. Maintain and apply agreed servicing standards and procedures. Ensure departmental procedures and FCA requirements are adhered to. Ensure continuous professional development in line with agreed objectives, and ensure that these are logged on Financial Assess To ensure that all mandatory Financial Assess modules are completed on time

Person Specification

• Minimum of 5 years in the Employee Benefits industry
• Minimum Cert CII, GR1, IF7 and LP2 or working towards. 
• Strong working knowledge of the Acturis system
• A Can-do attitude with excellent communication skills, both written and verbal
• Ability to work to deadlines and multitask in order to get required work carried out
• Assisting with coaching, supporting and training less senior team members
• Absolute commitment to manage and deliver on client expectations