Client Services Senior Specialist

We're looking for a Client Services Senior Specialist to join our growing team at Everywhen Health & Protection, part of the wider Ardonagh Advisory Group. This is a fantastic opportunity for an experienced customer service professional who is passionate about delivering exceptional client service and supporting colleagues to succeed. You'll work Monday to Friday, 37.5 hours per week, with no evenings or weekends, and benefit from all the advantages of working within a supportive, well-established organisation that truly puts clients and people first. Initially, you'll be based in one of our offices (Darwen, Winnersh or Southampton), working closely with your team and Manager. Once established in the role, there is the opportunity for hybrid working, with a mix of office and home-based days. So, what does the role of Client Services Senior Specialist involve? In this role, you will provide exceptional client service and support to Consultants, clients, and insurers, acting as a trusted and knowledgeable first point of contact. Your key responsibilities will include:

• Being the first point of contact for day-to-day queries from clients, Consultants, and insurers via phone and email.
• Proactively supporting policy renewals and new business, ensuring all activity is handled efficiently, accurately, and in line with agreed SLAs.
• Managing the day-to-day running of an assigned client portfolio, including invoicing, accounts, claims, underwriting, and administration.
• Preparing draft client reports for renewals and new business requests.
• Ensuring all work is completed right first time, maintaining high standards of accuracy and compliance with FCA, Consumer Duty, and data protection requirements.
• Keeping client records and information fully up to date within our Policy Administration System.
• Acting as a role model within the team, demonstrating strong client service behaviours, technical knowledge, and professionalism.
• Supporting the Team Manager with task delegation, mentoring, training of new or existing team members, and occasional involvement in interviews.
• Taking ownership of referrals and escalations, ensuring timely resolution and excellent outcomes.
• Proactively identifying opportunities to improve processes, service delivery, and ways of working.
  
  Proven customer service experience within financial services or insurance (minimum 3 years).
• Experience within Group Risk or Healthcare (minimum 3 years).
• Strong organisation and time management skills, with the ability to manage priorities and meet deadlines.
• Excellent communication skills and confidence dealing with clients and insurers at all levels.
• High attention to detail and a strong sense of ownership over your work.
• A positive, flexible team player who enjoys supporting others and leading by example.
• Microsoft Office skills (essential).
• Industry qualifications such as IF7 or GR1 are desirable, but not essential., A welcoming, supportive team environment
  
  The opportunity to work for an organisation awarded Investors in Customers Gold for outstanding service.
• Hybrid working options once established in the role.
• Ongoing training, development, and support with professional qualifications.
• A company culture that genuinely cares about your wellbeing, development, and career progression.
If you're passionate about client service, enjoy working collaboratively, and are ready to take the next step in your career within Health & Protection, we'd love to hear from you. #AIB Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential. If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.