Customer Relationship Manager

About the job Serve as the primary liaison between Bryte, and their clients or potential clients. To develop customer specific value-added services in conjunction with the Claims Operations and work as a customer champion ensuring that the role is conducted in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports the Bryte Values. Key tasks & Accountabilities Helps develop and reinforce a customer-centric culture across the Claims Operations, which will include identifying the development needs of staff, access to customer information, the involvement in process design and the matching/build of appropriate customer solutions. Personally, mentors and develop the Claims Operations to fulfil the needs of the customer proposition - Seeks to understand and develop customer requirements as an integral part of the Customer Relationship Team, driving a comprehensive and consistent claims marketing strategy to help generate and promote/retain new and existing business. Seeks out resources to resolve performance issues, give technical guidance and necessary support and involvement at customer/broker/partnerships forums. The principle contact for the customer on any claims related issues or discussion points. - Build and maintain a customer/broker/market engagement strategy in conjunction with marketing and the Customer Relationship Team, which includes the management of expectations and the provision of specific customer insight. Ensuring and monitoring a seamless service is provided to customers, influencing many internal and external stakeholders without formal authority. Capture and accurately record actions arising from customer meetings, including changes to customer protocols, maintenance of issue logs/audit trail and populate the appropriate insight tools that contain market/customer intelligence Effective reporting and analysis Success Measures To work towards and deliver both personal and claims business objectives Internal Engagement Score External Engagement Score Customer Satisfaction (Financial) Efficiency/Effectiveness Quality and compliance People Development Skills & Competencies Communication & Interpersonal Skills Problem-Solving Analytical Thinking Organisational Skills Relationship Internal Engage/Influence and Inform Claims Management/Operations and Leadership Team Engage/Influence and collaborate with Claims procurement Engage/Influence and collaborate with Marketing and Customer Relationship Teams Engage/Influence and collaborate with Underwriting and Finance Engage/Influence and collaborate with Training Specialist Engage/Inform and collaborate with Audit and Compliance External Engage/Inform and build strong relationships with Customers/Brokers/Intermediaries/Partners Engage, Influence and collaborate with Claims Vendors/service providers Collaborate with external auditors Effective customer focus & Service Provide exceptional customer in line with Treating Customers Fairly