Client Services Director

Gallagher; Tamworth; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Service Director to lead their client services strategy. In this pivotal role, you will drive growth and ensure client retention while collaborating with top executives. You'll have the opportunity to shape the future of client services, build strong relationships with C-suite clients, and represent the organization at key industry events. If you're passionate about making a positive impact and have a track record of excellence in client service, this position offers a chance to truly make a difference in a dynamic environment.

Qualifications

• Proven experience in client service leadership and strategy development.
• Strong ability to build relationships with C-suite clients.

Responsibilities

• Lead the strategic direction of client services to drive growth.
• Build and maintain effective relationships with key stakeholders.

Skills

Leadership

Client Relationship Management

Strategic Planning

Communication

Performance Analysis

Education

Bachelor's Degree

MBA or relevant advanced degree

Job description

Introduction

Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

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.

Overview

We are seeking a Client Service Director to join our team at Gallagher Bassett.

In this key leadership role, you will guide the strategic direction of our client services, crucially driving growth and ensuring client retention throughout the region.

How you'll make an impact

Leadership & Strategy:

• Develop and implement a comprehensive client service strategy and methodology across the region
• Lead and manage a team responsible for nurturing the UK book of business
• Collaborate with the COO and CEO to ensure client retention aligns with desired business outcomes
• Effectively communicate Gallagher Bassett’s commercial plan to the client services community
• Assess future needs, trends, and profit opportunities, taking action to resolve unsatisfactory performance
• Identify future resource needs, including potential successors, to maintain sustainable client management aligned with Gallagher Bassett's growth trajectory
• Manage key business projects in support of the client service organisations

Relationships & Service:

• Build and maintain effective relationships with C-suite clients, customers, intermediaries, and other stakeholders to maximise retention and new business opportunities
• Actively participate in conferences, representing our brand and showcasing our value proposition and network at key events to demonstrate Gallagher Bassett’s commitment to client service excellence
• Work closely with Client Managers to embed a culture of exceptional customer experience for both clients and the Gallagher Bassett team
• Maintain a high-profile personal brand based on experience and credibility in the market through platforms like LinkedIn and presence at industry events

Opportunistic Growth Mindset:

• Review performance and retention trends to develop strategies for improving service and product offerings
• Analyse reports and processes to drive efficiencies and effectiveness for Gallagher Bassett and clients
• Support the sales team with commercial plans, acting as a networking resource to teams in North America and with acquisitions partners

Performance excellence:

• Understand and manage commercial contract arrangements related to service requirements
• Monitor the sales pipeline to ensure service resources are sufficient to retain and drive organic growth of the existing book of business
• Participate in monthly business review meetings, delivering results to executives
• Resolve escalated complaints, incidents, and breaches in accordance with company guidelines