Client Service Delivery - Team Leader

Aon plc; United Kingdom; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Aon plc in the United Kingdom is seeking a UK Client Service Delivery Team Leader on a fixed-term 12-month contract. You will lead a team of client service representatives, oversee service delivery, and drive continuous improvements in quality and efficiency.

You will mentor and coach team members, manage client relationships, and ensure adherence to SLAs while supporting a hybrid working model with access to UK offices as needed.

Qualifications

• Experience leading a team and delivering client service.
• Strong communication and interpersonal skills for client interaction.
• Proven ability to identify and resolve issues quickly.
• Excellent organisation and time-management in a fast-paced setting.
• Ability to manage client relationships and expectations.
• Adaptability to changing client requirements and priorities.
• Familiarity with tools/technologies used in client service delivery (CRM).
• Ability to track and report KPIs related to service delivery.
• Experience providing coaching and feedback to team members.

Responsibilities

• Lead a team of client service representatives and oversee delivery of client services.
• Support service quality, client satisfaction, and operational performance.
• Act as escalation point for client inquiries and resolve complex issues promptly.
• Monitor team performance, client feedback, and reporting to identify improvements.
• Collaborate with business partners to enhance service quality and efficiency.
• Ensure compliance with regulations and internal policies.

Skills

Leadership

Communication

Problem Solving

Time Management

Client Management

Adaptability

CRM Systems

KPIs Reporting

Performance Coaching

Tools

CRM systems

Job 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 UK Client Service Delivery Team 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 with business partners to 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 a fast paced environment.
• Client Management: Proficiency in understanding what it takes to manage client relationship(s) and addressing client needs and concerns.
• Adaptability: Ability to adapt to changing client requirements and business priorities.
• Technical knowledge of health and risk products is 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.

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