Customer Relationship Manager Specialist - Milton Keynes About MIB -
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 38,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
We're looking for a professional and enthusiastic Customer Relationship Specialist Manager to come and join our team.
As our Customer Relationship Manager Specialist you'll be responsible for the overall satisfaction of allocated customers, externally representing the MIB through excellent customer relationship management and internally being the voice of the customer. This role involves building relationships with our customers across services and developing a good understanding of our customers strategic priorities in order to inform MIB’s strategy, working across strategic programmes to support customer engagement and readiness.
Proactive relationship management of all allocated customer accounts, focussing on developing and maintaining comprehensive relationships (up to c-suite) for allocated customers.
Work with our customers to understand their strategic direction and use this insight to contribute to a better customer experience.
Work with SMEs and support the wider business to resolve issues, to deliver the best customer experience.
To monitor the utilisation of services to ensure they are leveraging value or operating at agreed compliance levels, where appropriate.
To support the wider business and our customers regarding data quality, compliance and KPIs in relation to contractual obligations or legislative requirements.
Support the strategic programmes with customer engagement or relationship management activities.
In conjunction with the wider business ensure there is a tracking process to regularly seek feedback to help to improve service, as appropriate.
To champion data quality excellence and be a force for good in transforming MIB products
May require travel across the UK where face to face sessions feel right – includes Gibraltar and N Ireland
Previous account management/customer relationship management experience within an externally facing customer service focused environment
Proven delivery of excellent customer service
Experience of working with customers across various disciplines – wearing various ‘hats’ to achieve an outcome (technical, projects, claims, underwriting, etc)
Significant planning capability
Self reliant, proactive and able to plan work and drive results without supervision
Salary £40,000 per annum depending on experience
35 hours per week (Monday - Friday)
320 (before tax) start up allowance
Hybrid working (2 days in the office per week)
Contributory Group Stakeholder Personal pension scheme
Life Assurance
25 days holiday (plus public holidays)
Holiday purchase scheme
24/7 Employee Assistance Programme
Free access to online tools to support mental and physical health
Enhanced maternity, paternity and adoption leave