Client Services Manager | Jewellery Insurance

Overview: 

Q Report is a leading specialist in jewellery and luxury watch insurance, providing insurance coverage to customers against loss, damage, and theft to their jewellery. We have redefined the customer experience when it comes to insurance and we give customers the absolute confidence to enjoy their jewellery anywhere, anytime. 

Job Purpose: 

 We are seeking a dynamic and experienced Client Services Manager to lead and enhance our post-sales operations. This role involves a critical focus on policy renewals (customer retention), endorsements, cancellations, claims, monthly premium funding and production departments. The ideal candidate will address complex challenges, identify root causes, and implement lasting solutions to improve process capabilities and system functionalities. 

Key Responsibilities: 

• Operational Leadership: Oversee Renewals, Endorsements, Cancellations, Claims, Monthly Premium Funding and Production departments. Drive operational excellence and a culture focused on delighting customers. 
• Team Development: Ensure continuous development of team expertise in respective fields. 
• Problem Identification & Solution Implementation: Identify key issues in processes and systems. Develop innovative solutions to enhance efficiency and scalability. 
• Collaboration & Improvement: Work with various teams to implement improvements. Track and measure solution effectiveness. 
• Client Retention & Revenue Growth: Manage existing client relations to maximise retention and revenue growth. Achieve revenue targets. 
• Client Feedback & Satisfaction: Handle client feedback, drive client satisfaction and engagement. 
• Negotiation & Incentives: Oversee client rewards and incentives related to customer retention. 
• Performance Management: Manage performance tracking and reporting for team accountability and service quality. 
• Risk Management: Identify risks, mitigate effectively, and make informed decisions. 
• Strategic Contribution: Collaborate with the COO for operational strategy planning. 

Skills, Qualifications & Experience: 

• Substantial experience in leading client-facing operations. 
• Strategic thinker with attention to detail. 
• Strong communication, interpersonal, and risk management skills. 
• Proficient in planning and business rule development. 
• Self-motivated with excellent team leadership skills. 
• Advanced proficiency in English (oral, reading, writing). 
• Problem-solving, decision-making, and computer skills (CRM, Excel). 
• Exceptional communication (oral and written) and interpersonal abilities.