Job Title:
Renewals Account Handler
Department:
Motor
Reporting to:
Head of Sales
Overall Objective
As a Renewals Account Handler, your primary responsibility is to manage and retain existing client policies, ensuring high levels of customer satisfaction and maximising renewal retention. You will build strong relationships with clients, provide expert advice on policy options, negotiate renewal terms, and identify opportunities to upsell or cross-sell additional products. You'll play a vital role in maintaining client loyalty and supporting the company's long-term growth.
Responsibilities
Renewal Management:
* Proactively manage a portfolio of client renewals, ensuring timely contact before policy expiry.
* Review existing cover, identify gaps, and provide tailored recommendations.
* Negotiate renewal terms with insurers to secure competitive pricing and cover.
* Issue renewal documentation accurately and within required timescales.
Client Relationship Management:
* Act as the primary point of contact for clients throughout the renewal cycle.
* Deliver exceptional customer service, handling queries and concerns with professionalism.
* Build long-term relationships to encourage client retention and loyalty.
* Identify opportunities to upsell or cross-sell additional insurance products or services.
Retention & Performance:
* Consistently achieve individual and departmental renewal retention targets.
* Minimise lapse rates by addressing objections and providing clear, confident explanations.
* Maintain detailed and accurate records of all client communications and renewal outcomes.
* Provide feedback on client trends, pricing issues, and market changes to management.
Skills, Knowledge & Experience:
* Insurance Knowledge:
Strong understanding of motor insurance products and the renewals process (experience in taxi/motor sector desirable).
* Customer Focused:
Dedicated to delivering outstanding client service with a proactive, solutions-based approach.
* Negotiation Skills:
Confident in negotiating with both clients and insurers to achieve the best possible outcome.
* Communication:
Excellent verbal and written skills, with the ability to explain terms clearly and build rapport quickly.
* Organised & Accurate:
Able to manage multiple renewals, deadlines, and administrative tasks effectively.
* Resilient & Target-Driven:
Motivated to achieve retention goals while maintaining service standards.
* Team Player:
Collaborative attitude, willing to share best practices and support colleagues.
Benefits:
* Competitive salary
* Pension scheme
* Bonus based on performance and retention results
* Regular social events and a supportive team environment
* Ongoing training, professional development, and career progression opportunities