Head of Client Services - North

Job content

The Vacancy

The role of the Head of Client Services is to successfully lead the Client Services Department by delivering clearly defined objectives in order to contribute to the company’s strategic plans & profitability.

The Head of Client Services should manage a fully integrated department staffed with technical experts achieved by the delivery of a robust training plan. They should focus on improvement opportunities creating visible and efficient processes for the end to end customer journey.

The Head of Department will work jointly with the Sales Leadership Team to manage and control changes introduced by the business to adapt to growth opportunities & align these to our operational activities.

The Head of Client Services will be the key point of contact for the Teams, Sales Consultants & Insurer communities and will be expected to have the skills and knowledge to understand and resolve any issues that should arise.

The Head of Client Services needs to ensure the smooth running of the department & that all tools required by the team are available to ensure business continuity.

The role will include but not limited to:

• To understand and ensure the client services team are following the Target Operating Model (TOM).
• To ensure that the client services team are adhering to all processes and Service standards assigned to them.
• To ensure spot checks performances each are month in line with Service standards.
• To deal with HR and or performance issues that arise within your team.
• To be responsible for monthly 121s, midyear and annual reviews with direct reports.
• To monitor and maximise the performance of your direct reports.
• Ensuring proactive recruitment in department – interviewing, note taking, processing applicants via Towergate Portal, confirming offers and onboarding new staff members.
• To work as part of team to support the department goals & also other departments as and when relevant.
• To ensure that there is a high level of understanding the industry and products relevant to role.
• To motivate and encourage the culture of putting the client at the forefront of everything we do.
• Manage workloads including delegation of work to direct reports and their teams.
• Provide technical support & guidance for team members.
• Project management responsibilities as required.
• Be responsible for process mapping, work flows & process improvement.
• Be responsible for training and development planning of department.
• Provide MI reporting as and when required to monitor Client Services performance.
• Portfolio management and allocation within the team.

The Company

Towergate Health & Protection is an award-winning independent intermediary specialising in health and wellbeing. Our extensive team of expert advisers looks after the health and wellbeing needs of more than 15,000 businesses and around 50,000 individual customers across the world.

We have an ambition to be the UK healthcare intermediary of choice, and that ambition can only be realised if we constantly challenge ourselves to make things better for our clients. We’re always happy to hear from people who are looking for opportunities to work with us and help our business grow.