Job Description: Client Relationship Manager
Location: South Midlands / South of England
Salary: £45k (plus car allowance)
Job Overview
The Client Relationship Manager is responsible for managing and developing relationships with our insurer clients, acting as the key conduit between the clients and the business. The role ensures that client requirements, expectations and priorities are clearly understood and effectively communicated across the organisation, while providing the client with confidence that their claims are being managed in accordance with agreed service levels, delegated authorities, contractual requirements and expected standards.
Working closely with operational, technical, surveying and leadership teams, the Client Relationship Manager will maintain a detailed understanding of client accounts, identify and resolve issues, monitor service performance and ensure that actions and commitments are followed through.
The role combines strong relationship management with a sound understanding of the insurance claims environment. It requires someone who can represent the business credibly with clients, constructively challenge internal teams where required and balance client expectations with operational and commercial considerations.
Please note this role requires regular travel to Nottingham and London.
Key Responsibilities
Client Relationship Management
· Be the primary contact for insurer clients, building strong, trusted relationships with key stakeholders
· Develop a detailed understanding of each client’s business, claims philosophy, strategic priorities, service expectations and operational requirements
· Maintain proactive client engagement through regular communication, structured meetings and service reviews
· Act as the key link between clients and internal teams, ensuring requirements, changes and feedback are clearly communicated and understood
· Represent the business professionally at client meetings, industry events and external forums
Performance & Service Delivery
· Maintain oversight of contractual requirements, SLAs, KPIs, delegated authorities and client-specific procedures
· Monitor client performance, identifying trends, risks and areas of underperformance, and work with operational teams to implement corrective and improvement actions
· Investigate and coordinate the resolution of client concerns, complaints and service failures, providing constructive challenge where standards are not met
· Maintain oversight of client actions and commitments, ensuring these are progressed and closed within agreed timescales
· Ensure client reporting and MI is accurate, meaningful and delivered within agreed timescales
Client Reviews & Governance
· Prepare for and lead client performance and service reviews
· Maintain appropriate records of meetings
· Escalate significant relationship, service or performance risks
Relationship Development & Improvement
· Act as the internal voice of the client, ensuring their priorities are reflected in operational delivery and service improvements
· Gather and use client feedback to drive continuous improvement and anticipate evolving requirements
· Identify opportunities to strengthen relationships, enhance the value delivered and support client retention
Knowledge
· Strong knowledge of the UK insurance industry, particularly property insurance and claims management
· Good understanding of the insurance claims lifecycle, from first notification through validation, settlement, repair and closure
· Knowledge of insurer service expectations, including SLAs, KPIs, delegated authority arrangements and claims handling instructions
· Understanding of claims performance measures and the ability to interpret management information in a client context
· Good understanding of customer outcomes and the importance of effective claims handling within the insurer/customer relationship
· Awareness of the regulatory environment affecting insurance claims, including FCA requirements, Consumer Duty and the fair treatment of customers
· Understanding of client governance, audit and performance review processes
Skills
· Relationship & Stakeholder Management – builds trusted, credible relationships and works effectively with stakeholders at all levels
· Communicates complex matters clearly, presents confidently and influences outcomes without direct authority
· Focus on client priorities while considering commercial and operational implications
· Ability to identify root causes, interpret performance data and develop practical solutions
· Effectively manages competing priorities, actions and deadlines
· Ability to handle difficult conversations professionally and challenges appropriately
· Takes responsibility for progressing matters through to resolution
Experience
Essential
· Minimum of 3 years' experience working within the insurance industry
· Experience working within insurance claims, insurer relationship management, account management or a closely related insurance environment
· Demonstrable experience of managing relationships with clients or key external stakeholders
· Experience of working with operational teams to resolve service or performance issues
· Experience of preparing for and participating in client meetings, performance reviews or governance meetings
Desirable
· Experience within property insurance claims, loss adjusting, claims management or surveying services
· Previous experience working directly with insurer clients
· Experience within an outsourced claims handling or insurance supply-chain environment
· Experience managing insurer accounts or strategic client relationships
· Experience reviewing and presenting claims management information and performance data
· Experience supporting client audits, tender activity, implementation projects or new client onboarding
· Experience identifying account development or service improvement opportunities
Qualifications
· Relevant insurance qualification such as CII is desirable but not essential
· Evidence of ongoing professional development within insurance, claims or client relationship management is desirable
Why Join Acumen?
o Hybrid working
o A competitive salary
o Car allowance
o Employee Benefits including cash back on basic health care, discounted gym memberships and retail discounts
o Employee Assistance Plan and access to wide range of healthcare services for you and your immediate family
o Group Life Assurance
o Professional development and support towards achieving industry qualifications
o Opportunity to progress your career within a growing organisation
o A collaborative, supportive and high-performing team culture
o Opportunity to work across a diverse portfolio of domestic and commercial property claims for a range of leading insurer clients
Pay: Up to £45,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Work from home
Application question(s):
- To apply for this role you must have:
Strong knowledge of the UK insurance industry, particularly property insurance and claims management
· Good understanding of the insurance claims lifecycle, from first notification through validation, settlement, repair and closure
· Knowledge of insurer service expectations, including SLAs, KPIs, delegated authority arrangements and claims handling instructions
IF YOU DO NOT HAVE THIS EXPERIENCE PLEASE DO NOT APPLY
Work Location: Hybrid remote in Nottingham NG15 0DT
