Client Service Manager - Real Estate Insurance

Client Service Manager – Real Estate Insurance Team

Do you thrive on leading people, improving processes and driving outstanding client outcomes? Are you looking for an opportunity to shape how a growing Real Estate insurance team operates and delivers service excellence? If you're passionate about operational excellence, developing talent and creating exceptional client experiences, we'd love to hear from you. This is a hybrid role with flexibility to work virtually and from our London office.

As Client Service Manager, you'll play a key role in supporting the continued growth of our Real Estate Practice, combining people leadership, operational oversight and client service excellence to drive efficiency and continuous improvement.

• Lead, coach and develop a team of Account Handlers, fostering a high‑performance, collaborative culture.
• Embed best practice processes, improve workflows and identify opportunities to enhance efficiency and service delivery.
• Oversee outstanding service across a portfolio of Real Estate clients, ensuring standards are consistently met and exceeded.
• Help design and implement client service strategies, operating models and technology solutions, including AI, to improve productivity and outcomes.
• Act as a key referral point for complex administrative and operational queries, providing guidance and support.
• Monitor team performance, workload and service metrics to maintain operational effectiveness.
• Build strong relationships with internal and external stakeholders to deliver positive outcomes.
• Champion learning and development through technical training, mentoring and support for career progression.
• Contribute to growth by identifying opportunities to strengthen client relationships and improve retention.

This is more than a traditional client servicing role. You'll join a growing and ambitious Real Estate Practice where you'll have the opportunity to influence how the team operates, develops and evolves. Working alongside experienced Real Estate specialists and senior leaders, you'll be empowered to make a genuine impact—whether that's streamlining processes, introducing new ways of working, developing future talent or helping shape the next phase of growth for the team.

We're looking for someone who enjoys leading people as much as they enjoy delivering exceptional client service. This could suit an established Client Service Manager, Operations Manager or Team Leader, or someone ready to step into a broader managerial role.

• Experience managing, training, developing and mentoring client‑facing insurance teams.
• Strong operational mindset with a track record of improving processes, driving efficiencies and enhancing service delivery.
• Real Estate, Property Owners or wider commercial insurance experience.
• Excellent stakeholder management skills with the ability to influence, collaborate and build strong relationships.
• A proactive, organised and solutions‑focused approach, with a passion for continuous improvement and team development.