About the role

Position Profile

The Senior Account Handler plays a pivotal role in delivering complex, high-value client portfolios with precision, efficiency, and compliance. Beyond managing technical and sizeable portfolios, this role acts as a mentor and coach to Account Handlers, sharing expertise, guiding problem-solving, and fostering continuous development across the team. By ensuring outstanding service and proactive client support, the Senior Account Handler directly drives client satisfaction, retention, and business growth.

This role is a key step in the career progression toward Team Leader or broader leadership responsibilities, combining hands-on operational excellence with strategic influence within the broking operations team.

Key Responsibilities

Complex Client Servicing

• Manage complex renewals, MTAs, and documentation across multiple lines.

• Deliver high-quality service and maintain strong client relationships.

• Tailor solutions to client risks and objectives.

Technical Expertise & Mentoring

• Provide technical guidance and support junior development.

• Conduct quality checks and uphold best practices.

• Assist with training and onboarding.

Policy Administration & Accuracy

• Ensure accurate documentation and audit readiness.

• Maintain compliant records in line with regulatory standards.

Insurer Relationships & Negotiation

• Negotiate with insurers to secure favourable terms.

• Monitor insurer appetite and market trends.

Collaboration

• Partner with Account Executives for seamless delivery.

• Support handovers and resolve servicing queries proactively.

Key Performance Indicators (KPIs)

Senior Account Handlers are evaluated against a set of Key Performance Indicators (KPIs) that reflect both operational excellence and team leadership.

These include:

• Accuracy and File Quality: Maintaining precise, error-free documentation and ensuring policies and client records are correct and audit-ready.

• Service Level Agreement (SLA) Delivery: Meeting agreed timelines for client servicing tasks, renewals, MTAs, and other operational activities.

• Net Promoter Score (NPS) – Shared KPI: Contributing to high client satisfaction and positive client feedback through reliable and professional service.

• AE → Operations Handoff Effectiveness – Shared KPI: Ensuring smooth and efficient transition of client accounts between Account Executives and Operations, supporting consistent service delivery.

• Complaint Reduction: Minimising client complaints by proactively resolving issues and maintaining high standards of service.

• Technical Development & Mentoring Impact: Supporting the growth and skill development of junior colleagues through guidance, training, and reinforcing best practices within the team.

These KPIs ensure that Senior Account Handlers drive both client outcomes and team performance, balancing technical excellence with leadership and collaboration.

Candidate Profile

Attributes, Skills & Qualifications

We welcome applications from individuals who meet the essential criteria through relevant experience or transferable skills. Additional desirable skills, attributes, or qualifications will be considered an advantage. We are committed to fostering a diverse and inclusive work environment and encourage candidates from all backgrounds and experiences to apply.

Essential:

• Significant experience in account handling within insurance or a related professional services environment.

• Proficiency with Acturis or similar insurance broking platforms

• Broad technical understanding of relevant products, processes, and market dynamics.

• Strong organisational and problem-solving skills.

• High accuracy, attention to detail, and commitment to quality service.

• Collaborative, supportive, and client-focused approach.

Desirable:

• Experience in a specific specialism relevant to the team or business area (e.g., commercial, personal lines, delegated authority, or other market segment).

• Mentoring or coaching experience supporting the development of colleagues.

• Familiarity with relevant regulatory or compliance frameworks.

Key Attributes:
In addition to technical knowledge and experience, we’re looking for individuals who demonstrate:

• Strong communication and interpersonal skills.

• Ability to work proactively and manage multiple priorities.

• Adaptability and resilience in a fast-paced, evolving environment.

• A solutions-focused mindset with the ability to support both clients and colleagues effectively.

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy