Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Remote

Job Ref: 204499

About the role

Ecclesiastical Insurance, who are proudly part of Benefact Group are looking for a Customer Relationship Manager to join us on a remote basis with travel across the UK.

In this newly created role of Customer Relationship Manager you will support the development and accountability for our customer relationship management offering for Ecclesiastical Insurance UK. Ensuring customers receive exceptional service across our commercial insurance products and propositions, driving the delivery of target market customer needs, commercial objectives and regulatory responsibilities.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

What you'll be doing

• Design and deliver successful programmes of customer engagement and relationship building across the Ecclesiastical UK business, to ensure customer satisfaction and retention, and to build customer loyalty.

• Act as the primary contact between the customer and insurer as part of the company’s trilateral programme.

• Understand client needs, obtain customer insights and coordinate the overall customer experience with Ecclesiastical UK. Ensuring customers receive a co-ordinated, quality service in all business areas.

• Pro-actively work with business areas to make the most of opportunities and to anticipate and mitigate issues.

• Use relevant CRM tools to manage customer interactions, service delivery and trilateral performance metrics, ensuring a well-maintained central log of customer interaction.

• Ensure customer understanding of our proposition to secure long-term customer commitment and growth.

• Ensure consistent engagement with the customer’s broker to ensure a smooth trilateral relationship.

• Engage with internal stakeholders at all levels to ensure customer requirements are met and feed into the Customer Segment Team on any new areas of innovation required.

• Support the Customer Segment Director with external segment engagement opportunities.

• Proactively contribute within the Customer Segment team, driving shared goals in product and proposition, and regulatory compliance.  

What you'll need to have

• Must hold a full UK Drivers Licence.

• Significant general insurance experience.

• Qualified to CII Diploma level minimum.

• Strong Underwriting technical knowledge or excellent understanding of commercial lines insurance products and schemes gained in relevant roles.

• Customer and broker relationship management experience and evidence of successful customer retention.

• Excellent understanding of the insurance market and fully up to date with regulatory requirements, specifically in relation to Product Oversight and Governance and Consumer Duty.

• Experience of leading strategic projects and championing customer needs and outcomes.

What makes you stand out

• Strong collaboration skills across different business areas and excellent stakeholder management and relationship skills.

• Ability to generate new ideas and challenge the status quo to support customer needs.

• Proven track record of influencing of senior stakeholders.

What we offer

• A competitive salary - let's discuss it

• Car Allowance

• Group Personal Pension - up to 12% employer contribution

• Generous annual bonus scheme between 10% - 40%

• 28 days annual leave plus bank holidays, and a holiday buy and sell scheme

• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance

• £200 annual personal grant to a charity of your choice

• Encouraged to take at least one volunteering day per year

• Employee Assistance Programme

• Full study support to gain professional qualifications

• Access to virtual GP

• Enhanced maternity and paternity pay

Hear from the hiring manager

"The Customer Segment Team deal with a wide variety of aspects, centred around ensuring our customers receive an outstanding service from Ecclesiastical.  This includes areas such as updating existing and  launching new products, ensuring that our wider proposition is meeting and exceeding the needs that they may face and helping to ensure that our customers understand the full offering that is available for them."

About us

Ecclesiastical Insurance offer insurance with award-winning service across a broad range of specialisms, including faith, charity, heritage, education, art and private client, real estate and schemes, across Ireland, Canada and the UK.

As a business, we’ve been trusted to protect some of the UK’s best-loved and most iconic buildings for over a century, and we’re not standing still. We’re a forward thinking, energetic organisation entering new markets, with an ambition to double our size, because when we grow, we give back more.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

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*Directory of Social Change’s UK Guides to Company Giving 2017-26