Job Description

Description

The Client Service Manager (CSM) role is an exciting and developmental position for candidates with a sound knowledge of claims and/or insurance.

Acting as a day-to-day conduit with aligned clients, supporting both the lead Client Account Manager (Partner) and designated technical lead lawyer, no one day is the same for our CSMs. From implementing new clients to providing access to our market leading systems, understanding management information (MI) requirements to presenting at a contractual performance review, delivering an on-site claims risk training session to analysing claims trends, the role is varied, important and valued.

Helping to manage cross-class claims arrangements (EL, PL, Motor, Property, etc), our CSMs build strong relationships with not just our clients but also the wider insurance market, including global brokers, tier one and two insurers, MGAs and captive managers. Working with senior Partners / account managers within our business, those CSMs who are diligent, hard-working, talented and loyal, have a proven track record of developing within our business and with several having progressed to Associate and/or Partner level.

Key Responsibilities

Risk Analysis & Insight -

Prepare and analyse client MI.Compile high level analysis of client claims experience / movement and share insights with the client

Diary Management

- responsibility of your own diary, ensuring timely delivery of client MI / reports, in accordance with specified SLA. Prioritise outstanding MI tasks and have the foresight to scope out a year's meetings with the client

Client Care -

Provide outstanding service to clients, be on-hand to answer queries. Lead claims review meeting itself and own / share 'next steps' / follow-up actions. Problem solve in order to achieve the best outcome for clients and the business.

Teamwork -

Support the Client Account Manager (CAM) with forecasting on volumes and/or reviewing adjustments. Work with the operation teams to identify process improvements, share client service expectations, address client service challenges and improve MI output

Systems -

Use of excel that enables the basics to be performed i.e. formulas, pivot tables. Use of the inhouse case management system for diarising, maintenance and policy management including renewal, new work-streams and new client set-up

Personal Development -

Take personal responsibility for your own development using the tools, training and support of the team

Flexibility -

Travel as and when required and as the role demands as per the requirements of the clients and the business

Skills, Knowledge and Expertise

A minimum of 5 years' combined experience working within the claims and/or legal and/or insurance industry Technically proficient in all core claim types that may form part of a clients' cross-class claims experience Experience of handling and/or managing those that handle motor and/or casualty claims Experience of handling and/or operationally managing a team responsible for casualty / liability claims Competent in the use of both Microsoft PowerPoint and Excel. Presentation skills - either previous experience or be able to show the confidence and competence to present to clients Have an understanding of case management systems Understanding of the claims and litigation process, including the MOJ, CPR and wider jurisdictional processes (i.e. PIAB for ROI)



This really is an excellent opportunity to join a very supportive team with excellent training and visibility across our Corporate Division.

We look forward to receiving your application.

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

About Keoghs

Keoghs is the leading provider of legal and claims solutions to insurers, businesses and other suppliers to the insurance sector. We manage more than 1bn worth of insurer claims and resolve in excess of 100,000 claims per year working in partnership with leading insurers, MGAs, brokers, corporates and the public sector.


With more than 50 years' experience we have an in-depth understanding of the insurance claims process, enabling us to contain and lower litigation rates, shorten claims lifecycles and reduce overall claims costs. We combine proven processes, technology and low cost infrastructure with extensive legal and insurance market knowledge. This enables us to create individual solutions for each of our clients that match their requirements in terms of quality, performance and value for money.

We invest heavily in specialised services, technology and innovation for our insurance clients, and we are the first to launch a true artificial intelligence (AI) insurance lawyer. Through our proprietary AI lawyer, Lauri, we've transformed the claims handling process for low-value personal injury claims; we've reduced claim lifecycles and reduced costs for our clients. Supported by commercial acumen and innovative products, Keoghs leads the way in providing legal solutions to the insurance industry.