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.
About Our Role
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.
Key responsibilities
* 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
Skills and Experience
* Previous account management/customer relationship management experience within an externally facing customer service focused environment
* Previous experience managing customer contact – owning a customer challenge and seeing it through to conclusion
* 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)
* Experience of managing and developing business plans to achieve delivery of targets
* Track record in negotiating effectively to achieve desired results
* Significant planning capability
* Excellent communication skills – chairing and owning conversations with ownership and gravitas
* Self reliant, proactive and able to plan work and drive results without supervision
Salary £40,000 per annum depending on experience
Grade 11
35 hours per week (Monday - Friday)
IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week)
Other Benefits include:
Contributory Group Stakeholder Personal pension scheme
Life Assurance
Employee Incentive Scheme
25 days holiday (plus public holidays)
Holiday purchase scheme
Sports and Social Club
24/7 Employee Assistance Programme
Free access to online tools to support mental and physical health
Enhanced maternity, paternity and adoption leave
1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people's lives, we want to hear from you.