Client Service Delivery - Team Leader - FTC

AON PLC; Farnborough; Hybrid; GBP 42,000 - 52,000; Full time

Job summary

Aon plc in the UK seeks a UK Client Service Delivery Team Leader on a 12-month fixed-term contract. You will lead a team of client service representatives and oversee the delivery of high-quality client services to ensure strong outcomes.

This is a hybrid role with flexibility to work virtually and from an Aon office, aligned to local smart working policy. You will coach, monitor performance and drive improvements across the UK Client Service Delivery team.

Qualifications

• Proven leadership and mentoring ability to drive high performance.
• Strong communication skills (verbal and written) for client and team interactions.
• Problem-solving mindset to resolve issues and ensure smooth service delivery.
• Excellent time management to prioritise tasks and meet deadlines in a fast-paced environment.
• Experience in managing client relationships and understanding client needs.
• Adaptability to changing client requirements and business priorities.
• Familiarity with CRM systems used in client service delivery.
• Ability to track and report KPIs related to client service delivery.
• Experience conducting performance evaluations and coaching team members.

Responsibilities

• Lead and coach client service representatives to achieve goals and develop talent.
• Oversee service delivery to meet SLAs and deliver strong client outcomes.
• Serve as escalation point for client inquiries and resolve complex issues promptly.
• Monitor performance metrics, client feedback, and reporting to identify improvements.
• Collaborate with partners to identify process improvements that enhance quality and efficiency.
• Support compliance with regulations and internal policies governing client service delivery.

Skills

Leadership

Communication

Problem solving

Time management

Client management

Adaptability

CRM systems

KPI reporting

Coaching

Tools

CRM systems

Job description

Posting Description

UK CSD Team Leader– Fixed Term 12 Month Contract

Do you enjoy leading people and improving client service? Are you ready to help shape a high-performing Client Service Delivery team? Join Aon as a UKClient Service DeliveryTeam Leader and help colleagues deliver brilliant outcomes for clients!

This is a hybrid role with flexibility to work virtually and from an Aon office, aligned to local smart working policy.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

As Team Leader, you will lead a team of client service representatives and oversee the delivery of client services. You will support service quality, client satisfaction, operational performance and colleague development across the UK Client Service Delivery team.

• Lead, mentor and coach client service representatives to support high performance and professional development.
• Oversee service delivery to support adherence to service level agreements and strong client outcomes.
• Act as the escalation point for client inquiries and work with colleagues to resolve complex issues promptly.
• Monitor team performance measures, client feedback and service delivery reporting to identify improvement opportunities.
• Work withbusiness partnersto identify process improvements that enhance service quality, productivity and efficiency.
• Support compliance with relevant regulations, Aon policies and procedures governing client service delivery.

How this opportunity is different

This role gives you the opportunity to combine people leadership, client service management and operational improvement in a busy UK Client Service Delivery environment.

You will work closely with UK colleagues and our Client Service Delivery Centres in Krakow and India, helping to strengthen ways of working across teams and improve the experience for both clients and colleagues.

The successful candidate will play an important role in building team capability, improving service consistency and identifying practical opportunities to simplify how work is delivered.

Skills and experience that will lead to success

• Leadership:Ability to lead and motivate a team to achieve goals and deliver exceptional client service.

• Communication:Strong verbal and written communication skills to effectively interact with clients and team members.

• Problem Solving:Capability to identify and resolve issues efficiently to ensure smooth service delivery

• Time Management:Excellent organisational skills to prioritise tasks and meet deadlines in afast pacedenvironment

• Client Management:Proficiency in understanding what it takes to manage client relationshipsand addressing client needs and concerns

• Adaptability: Ability to adapt to changing client requirements and business priorities

• Technical knowledge of health and risk productsis a desirable but not an essential

• Previous Experience in a client-facing role, preferably in a service delivery or customer service environment

• Familiarity with relevant tools and technologies used in client service delivery such as CRM systems.

• Ability to track and report on Key Performance Indicators (KPI’s) related to client service delivery

• Able to conduct performance evaluations and provide feedback and coaching to team members