The Client Service Lead is responsible for ensuring the successful delivery of services through effective operational oversight, stakeholder engagement, and continuous improvement. The role acts as the link between operational teams and clients, ensuring service excellence, contractual compliance, and strong client relationships.
The postholder will take ownership of service performance, operational governance, and client reporting, while supporting the Technical Account Lead with account development opportunities and strategic relationship management.
Client Relationship Management and Leadership
- Act as a primary day-to-day contact for designated clients.
- Lead operational performance across assigned accounts, ensuring service delivery meets agreed KPIs, SLAs, quality standards, and customer outcomes.
- Monitor performance trends and proactively identify risks, issues, and improvement opportunities.
- Coordinate operational resources to ensure client requirements are delivered efficiently and effectively.
- Drive continuous improvement initiatives to enhance service quality, productivity, and customer experience. Support implementation of new processes, systems, and client-specific requirements.
- Manage escalations and ensure prompt resolution of operational issues.
- Proactively manage portfolio lifecycles along with building and maintaining strong working relationships with client stakeholders.
- Support and attend client governance meetings, performance reviews, and operational reviews.
- Ensure client feedback is captured, understood, and translated into action plans.
- Provide oversight on complex indemnity matters and full end to end handling, including Accidental Damage and Third Party Capture
- Champion client requirements internally and coordinate cross-functional support where required.
- Assist the Technical Account Lead in maintaining healthy, long-term client relationships.
Performance & Reporting
- Own the production and presentation of client MI, KPI packs, and operational reporting.
- Analyse service performance and provide meaningful insights and recommendations.
- Ensure reporting is accurate, timely, and aligned with client expectations.
- Monitor delivery against contractual commitments and agreed action plans.
Stakeholder Management
- Work closely with Davies Senior Operational Management team, support functions, client team and senior stakeholders to ensure aligned delivery.
- Facilitate effective communication between clients and internal teams.
- Support business change, onboarding, and implementation activities.
Commercial & Growth Support
- Identify opportunities to enhance services and improve client outcomes
- Support Technical Account Lead with retention activities, presentations, and growth initiatives
- Contribute operational insight to business reviews and client development plans.
- Promote a culture of client-centricity across the business.
37.5 hours per week
Monday – Friday 8.30am – 5pm
Home-based role with travel to Davies and client offices as required.
Monday – Friday 8.30am – 5pm
Home-based role with travel to Davies and client offices as required.
Essential
- Strong leadership and service delivery management experience.
- Experience managing client relationships in a professional services, insurance, claims, or outsourced services environment.
- Excellent stakeholder management and communication skills.
- Strong analytical capability with experience interpreting and presenting performance data.
- Experience managing KPIs, SLAs, governance, and reporting.
- Proven ability to drive process improvement and change.
- Strong organisational and project coordination skills.
Desirable
- Experience within claims, insurance, legal services, or outsourcing environments.
- Knowledge of contract management and client governance frameworks.
- Commercial awareness and understanding of account growth principles.
- Experience presenting to senior client stakeholders.
Career & Purpose
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities
Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme
Financial Health
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working
- Dress for your day
- Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan