About the Role:
London is one of the United Kingdom’s leading centres for insurance, professional services, and customer operations. At Accident Resolution Services London Ltd, we support clients through legitimate accident claims, case coordination, rehabilitation referrals, and insurance administration.
We are looking for a Client Services Manager who can take ownership of the client experience across our organisation. You will oversee service delivery, manage escalated cases, support a team of client service professionals, and ensure that every client receives clear, accurate, and compassionate assistance.
You will act as the connection between clients, case management teams, insurers, legal representatives, healthcare providers, and senior management. This role is ideal for an experienced service professional who can balance customer care, operational performance, compliance, and commercial priorities.
Why Work With Us?
The Environment:
Our London office provides a professional and collaborative working environment with convenient access to public transport and major business districts. We encourage open communication, teamwork, and practical problem solving.
Meaningful Work:
Our clients may be dealing with stressful and unfamiliar circumstances. Your work will help ensure that they receive accurate information, timely updates, and appropriate support throughout the case management process.
Management Responsibility:
You will have the authority to improve service procedures, develop your team, resolve complex client concerns, and contribute to operational decisions.
Professional Growth:
We support ongoing development through internal training, industry learning, management coaching, and opportunities to take on broader operational responsibilities.
Key Responsibilities:
Client Service Management:
Oversee the day to day delivery of client services and ensure enquiries, updates, complaints, and case related requests are handled professionally and within agreed service levels.
Team Leadership:
Manage, coach, and support a team of client service advisers and case coordinators. Conduct regular performance reviews, provide constructive feedback, and identify training requirements.
Escalation Management:
Take ownership of complex or sensitive client concerns. Investigate service issues, coordinate appropriate resolutions, and communicate outcomes clearly and professionally.
Service Quality:
Monitor calls, emails, case notes, response times, and client feedback. Identify service gaps and introduce practical improvements to strengthen the client experience.
Stakeholder Coordination:
Work closely with claims handlers, compliance teams, insurers, rehabilitation providers, legal representatives, and external partners to ensure accurate and timely case progression.
Performance Reporting:
Prepare regular reports covering client satisfaction, complaints, response times, team productivity, service levels, and operational risks.
Compliance and Data Protection:
Ensure all client interactions and records comply with company procedures, UK data protection requirements, confidentiality standards, and relevant industry regulations.
Process Improvement:
Review existing client service processes and recommend improvements that reduce delays, improve communication, and create a more consistent experience.
What We Are Looking For:
Experience:
At least 4 years of experience in client services, customer operations, claims administration, insurance services, legal services, healthcare coordination, or another regulated service environment.
Management Background:
At least 1 to 2 years of experience supervising, mentoring, or managing a client facing team.
Communication Skills:
Strong written and verbal English communication skills. You must be able to explain complex information clearly and manage difficult conversations with professionalism and empathy.
Problem Solving:
You can assess complaints, identify the cause of service issues, coordinate with multiple departments, and deliver practical resolutions.
Organisation:
You are comfortable managing competing priorities, escalated cases, service deadlines, team workloads, and performance targets.
Systems Knowledge:
Experience using customer relationship management systems, case management platforms, Microsoft Office, and service reporting tools is preferred.
Mindset:
You are calm, accountable, client focused, and commercially aware. You understand the importance of providing compassionate support while maintaining accurate records, clear boundaries, and consistent procedures.
Pay: £2,900.00-£4,394.00 per month
Work Location: In person
