Client Service Lead - Motor

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Home, United Kingdom, Home United Kingdom, Remote

What will your day look like:

• 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.

• 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.

• 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.

• 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.

Knowledge and Abilities:

• 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.

• 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.

Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• 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

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100s 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