Customer Relations Manager - 4 Highams Hill, Crawley, England, RH11 8BS - London

Main Duties and Responsibilities 

• Manage and develop ongoing relationships with key clients and policyholders of Belgravia Indemnity Service, acting as the primary point of contact for policy, renewal, and escalated queries on E ASher Ltd's behalf. 
• Act as liaison between E A Sher Ltd's administrative/support staff, Belgravia Indemnity Service's insurers and underwriters, and clients to ensure policies, renewals, and claims are administered to the standard and timescale expected. 
• Lead, supervise, and develop a team of customer relations/client service staff employed by E A Sher Ltd, setting objectives, monitoring performance, and providing coaching and training. 
• Design and implement customer service policies, standards, and procedures to ensure consistent, professional handling of client queries across phone, email, and in-person channels. 
• Investigate and resolve escalated client complaints (e.g. relating to policy administration, claims handling, renewals, or service quality) promptly and effectively, identifying root causes and implementing corrective actions to prevent recurrence, in line with FCA complaint-handling requirements applicable to Belgravia Indemnity Service. 
• Monitor client satisfaction through feedback, surveys, and key performance indicators, and use findings to drive continuous improvement. 
• Analyse client accounts and policy/renewal data to identify trends, risks, and opportunities for improved retention and growth of the client base. 
• Liaise closely with E A Sher Ltd's administrative and consultancy teams and Belgravia Indemnity Service's compliance, claims, and underwriting functions to ensure client needs and feedback inform service delivery. 
• Manage and maintain the CRM system used to support Belgravia Indemnity Service's client base, ensuring data accuracy and effective use of reporting tools. 
• Prepare regular reports for E A Sher Ltd's senior management on client relations performance, complaint trends, and service levels. 
• Support policy/account reviews and renewal negotiations with key clients, working to protect and grow account value on behalf of Belgravia Indemnity Service. 
• Ensure compliance with FCA regulatory requirements, Treating Customers Fairly (TCF) principles, data protection legislation (UK GDPR), and internal policies of both E A Sher Ltd and Belgravia Indemnity Service in all client-facing activity. 
• Manage departmental budgets and resources as required. 

Person Specification 
Essential 

• Proven experience in a customer relations, account management, or client relationship role, with some experience of managing or supervising staff. 
• Strong written and verbal communication skills. 
• Excellent problem-solving skills and the ability to manage escalated or sensitive issues diplomatically. 
• Proficient in CRM software and Microsoft Office applications. 
• Strong organisational skills with the ability to manage competing priorities. 
• Good understanding of customer service best practice and data protection requirements. 

Desirable 

• Bachelor's degree in business, Marketing, Communications, or a related field (or equivalent experience). 
• Experience within insurance broking, underwriting support, or financial services. 
• Working knowledge of FCA regulatory requirements for insurance intermediaries, including complaint handling and Treating Customers Fairly (TCF). 
• Professional qualifications such as Cert CII (or working towards) are an advantage. 

Skills 

• Leadership and team management 
• Relationship building and stakeholder management 
• Analytical and data-driven decision-making 
• Negotiation and conflict resolution 
• Attention to detail