Case Manager - Client Advisor/Account Handler

Marsh Risk; Birmingham; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Hybrid work model

Training & development opportunities

Job summary

Marsh is seeking a Case Manager - Client Advisor/Account Handler to join the Restructuring & Recovery Practice in the UK. You will build strong client relationships, manage renewals and mid-term changes, and deliver expert insurance and risk management advice across complex scenarios.

You will collaborate with Client Service Directors, maintain service standards, and support a dynamic team handling global programs. Hybrid working and ongoing development opportunities are available.

Qualifications

• Proficient in Microsoft Office apps (PowerPoint, Outlook, Word, Excel).
• Familiar with IT platforms used by the team, including Acturis.
• Broad understanding of risk across insurance classes (property, BI, liabilities, etc.).
• Experience in insurance placement and risk management advisory roles.
• Strong client service orientation and problem-solving.
• Excellent communication and relationship-building skills.

Responsibilities

• Build, nurture and maintain strong relationships with clients, providers and colleagues.
• Apply knowledge of core insurance principles to manage routine and complex situations.
• Ensure compliance with policies, procedures and SLAs.
• Remain calm under pressure and work flexibly when required.
• Deliver exceptional client service and address client needs proactively.
• Identify opportunities for process and service improvements with stakeholders.
• Demonstrate strong organisational skills, handling multiple enquiries efficiently.
• Develop an internal network to support colleagues and unit growth.
• Manage day-to-day client queries, renewals, amendments and mid-term adjustments.
• Collaborate with other units to ensure seamless workflows.
• Work with Client Service Directors to tailor strategies for clients and groups.
• Ensure timely acknowledgement and resolution of client queries and escalate vulnerabilities.
• Maintain a client-centric approach in decision-making and interactions.
• Complete mandatory training and own personal development plan.
• Contribute to scheduled meetings with Client Service Directors regarding allocated clients.
• Identify opportunities for expanded client services.
• Manage time and prioritise workloads effectively for the team.
• Engage with clients through virtual and/or face-to-face meetings.

Skills

Client relations

Communication skills

Problem solving

Time management

Interpersonal skills

Education

Cert or DIP CII (ideally)

Tools

Acturis

Microsoft Office

Job description

For anyone looking for a new insurance challenge, or a break from traditional insurance, we would love to hear from you, as we have great opportunities here at Marsh for a Case Manager - Client Advisor/Account Handler to join our Restructuring & Recovery Practice team. This team specialises in providing Insurance and Risk Management solutions to the Insolvency sector, working with clients who have unconventional insurance cover requirements that can span a wide range of insurance classes and industries. No two weeks are the same, and variety is guaranteed. What remains consistent is the need for our team to deliver expert insurance and risk management advise, and nurture strong relationships with a variety of stakeholders, in order to help realise best value and best outcomes for our clients.

What can you expect?

• The opportunity to join a growing and highly successful team working with some of the UK's largest and best known companies on bespoke and complex insurance arrangements including global programs
• A team that strive to deliver best practice, market leading service and solutions with a focus on client service excellence
• To build and maintain an excellent rapport with our clients, providers and colleagues across Marsh
• Excellent training and development with the ongoing career opportunities

We will rely on you to:

• Build, nurture, and maintain strong relationships both internally and externally to support collaborative working and client satisfaction
• Apply comprehensive knowledge of core insurance principles to effectively manage both straightforward and complex situations encountered daily.
• Ensure compliance with policies and procedures and service level agreements
• Ability to remain calm under pressure and be able to work flexibly when required
• Deliver exceptional client service across all aspects of account management, proactively identifying and addressing client needs in line with agreed service standards.
• Identify opportunities for process and service improvements, collaborating with relevant stakeholders
• Exhibit excellent organisational skills, managing multiple enquiries and tasks simultaneously with efficiency and accuracy
• Develop and maintain a strong internal network across the business, utilising available resources to support colleagues and contribute to the growth of the unit.
• Manage all day-to-day client queries, renewals, amendments, and mid-term adjustments promptly and accurately.
• Work effectively with other units within the practice to ensure seamless and efficient workflows, fostering mutual support and cooperation
• Collaborate closely with Client Service Directors to develop and execute strategies tailored to individual clients and client groups.
• Ensure timely acknowledgement and resolution of client queries, delivering outstanding service while proactively identifying and escalating potential vulnerabilities.
• Demonstrate a client-centric approach, prioritising "what is right for the client" in all decision-making and interactions.
• Complete all relevant and regulatory mandatory training to expand knowledge in role and own your own personal development plan.
• Proactively contribute to scheduled meetings with Client Service Directors regarding allocated clients, ensuring any issues are promptly identified and addressed.
• Actively identify opportunities for expanded client services.
• Ability to manage time and prioritise workloads effectively for the benefit of themselves and the wider team.
• Actively engage with clients to strengthen relationships with engagement encompassing both virtual and/or face-to-face meetings.

What you need to have:

• Proficient use of Microsoft Office Applications, in particular, Powerpoint, Outlook, Word and Excel.
• Familiar with or the ability to develop sound working knowledge of IT platforms utilised by the team including Acturis.
• Broad level of understanding of risk appropriate to identifying risk and loss.
• Good understanding covers available under insurance commercial classes (Property Damage, Business Interruption, Liabilities, Engineering, Motor, Marine/Goods in Transit, Fiduciary (Fidelity/Money) Environmental and Terrorism).
• Ability to acquire and understand a broad range of industries, their exposures and risk profiles.
• Broad understanding of H&S and Risk Management principles.
• Proven experience in insurance placement and risk management advisory roles.
• Proactive approach to problem-solving and client service.
• Client facing experience and ability to navigate complex client and business objectives.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with clients and insurers alike.

What makes you stand out:

• Ideally Cert or DIP CII qualified or working toward

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [e-mail].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

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