Client Support Lead
Location: UK – Primarily remote with occasional office meetings (London)
Contract: Permanent, Full-time (Mon–Fri, 09:00–17:30)
Salary: Competitive and tailored to your experience
Who We Are
Alexander Bonhill is a UK property insurance broker specialising in comprehensive insurance solutions for residential property managing agents. As part of the Odevo group, we are driving digital transformation in the property management sector. Our mission is to simplify living for families and individuals by providing efficient, attractive, and reliable property management services.
We pride ourselves on combining technical expertise with exceptional client service, supporting our partners to protect what matters most – people’s homes.
About the Role
As Client Support Lead, you will play a pivotal role in enhancing client relationships and supporting our Account Directors in delivering outstanding service to residential property managing agents. You will lead a team of Insurance Technicians, ensuring high-quality client support, effective team performance, and overall service excellence.
Reporting to senior leadership, you will act as a key resource for both clients and internal colleagues, driving satisfaction, retention, and operational efficiency across the business.
Key Responsibilities
Leadership
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Mentor and motivate a team of Insurance Technicians, fostering a collaborative and high-performing culture.
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Provide ongoing training and development to enhance team skills and knowledge of property insurance products.
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Set performance goals with Account Directors, monitor progress, and provide feedback to ensure team objectives are met.
Client Relationship Management
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Oversee day-to-day management of client relationships, ensuring prompt and effective communication.
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Develop strategies to improve client satisfaction, loyalty, and retention.
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Act as an escalation point for complex client issues and claims, ensuring timely and satisfactory resolutions.
Service Delivery & Quality Assurance
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Maintain service standards to ensure consistent, high-quality client interactions.
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Implement processes to monitor and measure service performance, identifying areas for improvement.
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Ensure compliance with regulatory requirements and internal policies.
Support to Account Directors & Senior Account Directors
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Serve as a key point of contact for complex client issues, technical inquiries, and process-related questions.
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Collaborate to develop client service strategies aligned with business objectives.
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Facilitate communication across teams to ensure seamless service delivery.
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Assist with client presentations, proposals, and reporting.
Business Development
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Identify opportunities to expand client relationships through cross-selling and upselling.
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Represent Alexander Bonhill Ltd at client meetings and industry events.
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Support Account Directors in improving new business conversion and portfolio penetration.
Reporting & Analysis
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Prepare regular reports on client service performance, trends, risks, and opportunities.
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Analyse client feedback to inform service improvements and strategic decision-making.
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Provide insights and recommendations to senior management to enhance client support strategies.
Who You Are
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A team player and motivator, skilled at developing and supporting high-performing teams.
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Strategic, organised, and proactive in managing multiple priorities.
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Excellent communicator with strong interpersonal and presentation skills.
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Detail-oriented, accountable, and committed to delivering exceptional client service.
Your Experience
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3+ years’ experience in property insurance, ideally focusing on residential property managing agents.
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Strong understanding of property insurance products, processes, and regulatory requirements.
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Proven experience supporting sales or account management teams in a client-facing environment.
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Confident in providing guidance to senior colleagues and handling complex client issues.
Why Join Alexander Bonhill Ltd?
We are part of the Odevo group, a 10,000-employee organisation with a start-up culture that encourages innovation, career progression, and impactful ideas.
Benefits include:
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25 days’ holiday + public holidays
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Private healthcare
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Pension contributions
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Discretionary bonus scheme
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Staff discounts
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Ongoing learning & development opportunities
Join Us
If you are passionate about delivering exceptional client service in a fast-growing, purpose-driven company, we want to hear from you.
Eligibility: You must have the right to work in the UK. Documentation will be required during the hiring process.