Client Services Director

Gallagher; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Join Gallagher as a Client Service Director, leading the strategic direction for client services and focusing on growth. You'll build meaningful relationships with stakeholders and teams, ensuring excellent client retention while driving business success through effective leadership and strategy. This critical role offers the chance to make a significant impact while working in a dynamic environment.

Benefits

Minimum of 25 days holiday plus bank holidays

Defined contribution pension scheme

Life insurance

Income protection

Health cash plan or Private medical insurance

Three fully paid volunteering days per year

Employee Stock Purchase plan

Discounted gym membership

Access to a discounted voucher portal

Qualifications

• Proven leadership skills managing remote teams.
• Experience with multi-disciplinary or government organizations.
• Knowledge of insurance and claims practices.

Responsibilities

• Develop and implement a comprehensive client service strategy.
• Build and maintain relationships with C-suite clients.
• Monitor sales pipeline to drive growth.

Skills

Leadership

Communication

Interpersonal Skills

Influencing

Education

Tertiary qualifications in relevant field

Job description

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.

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 n etwork 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

About You

• Proven leadership skills with the ability to manage a team of remote workers
• Highly effective communication and interpersonal skills
• Strong influencing and diplomacy skills
• Experience working with large, complex multi-disciplinary or government organisations
• Tertiary qualifications in a relevant field and/or demonstrated experience within the Financial Services sector
• Practical knowledge and understanding of relevant legislation, insurance acts, regulations, and Code of Practice
• Substantial knowledge of insurance, claims or broker management practices, or demonstrated client service leadership experience
• Availability to travel and attend external events outside of regular business hours
• Eligible to work in the UK

Compensation and benefits

On 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 diversity

Inclusion 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 [e-mail] . 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.

• Proven leadership skills with the ability to manage a team of remote workers
• Highly effective communication and interpersonal skills
• Strong influencing and diplomacy skills
• Experience working with large, complex multi-disciplinary or government organisations
• Tertiary qualifications in a relevant field and/or demonstrated experience within the Financial Services sector
• Practical knowledge and understanding of relevant legislation, insurance acts, regulations, and Code of Practice
• Substantial knowledge of insurance, claims or broker management practices, or demonstrated client service leadership experience
• Availability to travel and attend external events outside of regular business hours
• Eligible to work in the UK

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 n etwork 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

About the company

Founded by Arthur J. Gallagher in Chicago in 1927, Gallagher has grown to be one of the leading insurance brokerage, risk management, and human capital consultant companies in the world. With significant reach internationally, our organization employs over 34,000 people worldwide.

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