Senior Customer Relations Manager

*** Senior Customer Engagement Manager – 6 month FTC ***

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 42,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

Job Role –

The purpose of the Senior Customer Engagement Manager role is to lead the CEM team to deliver a best-in-class customer engagement strategy for MIB’s most significant, industry-wide programme ‘Navigate’ combining current customer activities with specialist projects across a large and diverse customer base. To build relationships with our customers across all services, developing a good understanding of their business strategies to inform our engagement strategy and programme deliverables.

Key outputs –

• Lead and develop the CEM team to align engagement and collaborate across key strategic programmes and events
• Supporting the creation and delivery of a programme engagement strategy
• Collaboration with the wider business to ensure the best customer outcomes
• Communicate project and customer engagement outcomes to the Operating Committee
• Own and deliver all associated KRIs relating to customer engagement
• Actively contribute to the development of new customer relationships, services, and products
• Working with the Customer Relationship Management team to agree a suitable engagement strategy each year
• Development and maintenance of a customer relationship management programme
• Contribution to a customer centric and partnership culture being embedded into the team
• Regular and proactive engagement with customers (from Exec to practitioner level)
• Escalation point for unresolved operational and performance issues including deputising for the Head of
• May require travel across the UK where face to face sessions feel right – includes Gibraltar and N Ireland

Skills and knowledge –

• Experience of leading, managing and developing a team, maintaining a collaborative and constructive working environment within a department and across the organisation.
• Significant experience in a customer relationship or account management role.
• Successful track record of stakeholder management in a customer centric environment.
• Strong communication skills with the ability to clearly articulate complex concepts and emerging ideas to a broad audience.
• Demonstrated ability to think strategically and interact with customers of varying description.
• The ability to manage complex stakeholders and partnering relationships.
• Commercially astute with a proven record of delivery against business KPIs.
• A good understanding of the insurance market and key issues affecting it.

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.

Salary circa £65,000 per annum

FTC for 6 months

Working 35 hours per week (Monday to Friday)

Grade 13

IT kit supplied to you

£320 (before tax) start up allowance

Hybrid working from our Milton Keynes office, MK14

Other Benefits include:

Contributory Group Stakeholder Personal pension scheme

Life Assurance

Employee Incentive Scheme

27 days holiday per annum (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

*** No Agencies please ***