About this role
The Client Service Lead is responsible for ensuring the successful delivery of services through effective operational oversight, stakeholder engagement, and continuous improvement. The role acts as the link between operational teams and clients, ensuring service excellence, contractual compliance, and strong client relationships.
The postholder will take ownership of service performance, operational governance, and client reporting, while supporting the Technical Account Lead with account development opportunities and strategic relationship management.
What will your day look like: Client Relationship Management and Leadership
Act as a primary day-to-day contact for designated clients.Lead operational performance across assigned accounts, ensuring service delivery meets agreed KPIs, SLAs, quality standards, and customer outcomes.Monitor performance trends and proactively identify risks, issues, and improvement opportunities.Coordinate operational resources to ensure client requirements are delivered efficiently and effectively.Drive continuous improvement initiatives to enhance service quality, productivity, and customer experience. Support implementation of new processes, systems, and client-specific requirements.Manage escalations and ensure prompt resolution of operational issues.Proactively manage portfolio lifecycles along with building and maintaining strong working relationships with client stakeholders.Support and attend client governance meetings, performance reviews, and operational reviews.Ensure client feedback is captured, understood, and translated into action plans.Provide oversight on complex indemnity matters and full end to end handling, including Accidental Damage and Third Party CaptureChampion client requirements internally and coordinate cross-functional support where required.Assist the Technical Account Lead in maintaining healthy, long-term client relationships. Performance & Reporting
Own the production and presentation of client MI, KPI packs, and operational reporting.Analyse service performance and provide meaningful insights and recommendations.Ensure reporting is accurate, timely, and aligned with client expectations.Monitor delivery against contractual commitments and agreed action plans. Stakeholder Management
Work closely with Davies Senior Operational Management team, support functions, client team and senior stakeholders to ensure aligned delivery.Facilitate effective communication between clients and internal teams.Support business change, onboarding, and implementation activities. Commercial & Growth Support
Identify opportunities to enhance services and improve client outcomesSupport Technical Account Lead with retention activities, presentations, and growth initiativesContribute operational insight to business reviews and client development plans.Promote a culture of client-centricity across the business. 37.5 hours per week Monday – Friday 8.30am – 5pm Home-based role with travel to Davies and client offices as required.
Knowledge and Abilities: Essential
Strong leadership and service delivery management experience.Experience managing client relationships in a professional services, insurance, claims, or outsourced services environment.Excellent stakeholder management and communication skills.Strong analytical capability with experience interpreting and presenting performance data.Experience managing KPIs, SLAs, governance, and reporting.Proven ability to drive process improvement and change.Strong organisational and project coordination skills. Desirable
Experience within claims, insurance, legal services, or outsourcing environments.Knowledge of contract management and client governance frameworks.Commercial awareness and understanding of account growth principles.Experience presenting to senior client stakeholders. Benefits Career & Purpose
Davies Innovation LabLeadership training programmeFunding for professional qualificationsThrive at Davies; learning opportunities Environmental & Social
The Davies FoundationLocal charity fundingPennies To HeavenEmployee Resource GroupsEmployee volunteering programme Financial Health
Pension, 5% employee and 5% employer contributionMy Choices at Davies provides; High Street discounts and Financial wellbeing hubLife assurance: x4Refer a FriendCycle to Work SchemeLease car salary sacrificeDavies Incentive PlanEnhanced maternity, paternity and adoption pay Mental, Physical & Emotional Wellbeing
Wellbeing centre; move, munch, money & mind focusDiscounts with 100's of UK retailersEAP; 24/7 confidential helpline25 days holiday, increases to 26 days after 5 years and 27 after 10 yearsFlexible workingDress for your dayInclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriageFlexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan