Client Service Manager

Gallagher

  • Washington Depot, CT
  • Permanent
  • Full-time
  • 30 days ago
Job Description:IntroductionIndulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
How you'll make an impactThe Client Service Manager is accountable for delivering high quality and efficient service to both internal and external clients through the day-to-day account management of an assigned group of relatively simple to moderately complex accounts within a Branch. This role reports directly into either the Client Service Director or the Client Service Supervisor. The Client Service Manager I directly contributes to key business outcomes such as client retention, client satisfaction, enhancing AJG’s value to our clients and prospects, achieving operating/margin targets and fostering a culture of performance and continuous improvement.Client Service Manager Primary Areas of Focus:
  • Delivers high quality client service consistent with AJG operational standards and practices
  • Supports the business priorities of Branch Managers, Production team members and the Client Service function
  • Consistently achieves or exceeds operational productivity and performance metrics
Main Accountabilities:
  • Successfully and profitably manages an assigned group of client accounts with relatively simple to moderately complex needs
  • Builds relationships with existing clients by providing exceptional ongoing customer care
  • In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
  • Secures existing business and drives the sale of additional services and lines of coverage
  • Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
  • Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
  • Establishes effective relationships with markets, knowing which markets to use for certain risks, etc.
  • Manages to defined service timelines and processes
  • Leverages systems, services and resources to execute work as effectively and efficiently as possible
  • Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
  • Coordinates appropriate resources to address the client’s risk management needs
  • Escalates issues to Client Service Director or Client Service Supervisor as appropriate
  • Executes on best practices, processes, leveraging existing systems and shared services
  • Conducts periodic audits to ensure compliance to standards and service levels; Consistently adheres to service timelines and professional standards
  • Communicates with carriers
  • Supports other Branches and/or Regions as needed
  • Maintains complete and accurate client and policy data and documents within the Gallagher systems
  • Manages a book of business focused on retention and driving the sale of additional services and lines of coverage
About YouRequired: Bachelor's degree and 3 or more years client coordination and/or claims management experience, OR High School degree with 8 or more years client coordination and/or claims management experience. License required. Able and willing to travel approximately 25% of the time.Preferred:Behaviors: Excellent verbal and written communication skills. Able to quickly determine critical issues.
Compensation and benefitsOn top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
  • Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
  • Defined contribution pension scheme, which Gallagher will also contribute to
  • Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
  • Income protection, we’ll cover up to 50% of your annual income, with options to top up
  • Health cash plan or Private medical insurance
Other benefits include:
  • Three fully paid volunteering days per year
  • Employee Stock Purchase plan, offering company shares at a discount
  • Share incentive plan, HMRC approved, tax effective, stock purchase plan
  • Critical illness cover
  • Discounted gym membership, with over 3,000 gyms nationally
  • Season ticket loan
  • Access to a discounted voucher portal to save money on your weekly shop or next big purchase
  • Emergency back-up family care
  • And many more…
We value inclusion and diversityInclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.Should you require reasonable adjustments to your application, please get in touch with . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Gallagher