Role Overview

The Client Manager role within our healthcare team is focused on the day-to-day servicing and administration of Healthcare and Casualty client accounts, supporting Account Executives and senior colleagues in the delivery of high-quality insurance programmes. This role will be managing a large social care and assisted living portfolio which includes several high profile healthcare brands across the UK.

This role is suited to an individual with strong organisational skills and a solid understanding of healthcare and casualty insurance, who enjoys managing client service, policy administration and insurer relationships. The Account Manager will play a key role in ensuring accuracy, compliance and consistent service delivery across a portfolio of healthcare and social care clients.

Working closely with Lockton’s Healthcare, Casualty, Claims and Operations teams, the Account Manager will help ensure that insurance programmes operate smoothly throughout the policy lifecycle, from placement and renewal through to mid-term adjustments and claims support.

Key Responsibilities

Client Service & Account Support

• Provide day-to-day servicing support for a portfolio of Healthcare & Casualty clients, acting as a key point of contact for routine queries.
• Support Account Executives in the management and servicing of client relationships, ensuring agreed service standards are met.
• Assist with the administration of casualty-driven insurance programmes, including clinical negligence, medical malpractice, employers’ liability, public liability and professional indemnity.
• Prepare and issue policy documentation, endorsements, certificates and schedules in an accurate and timely manner.

Renewals & Placements

• Support the renewal and placement process by gathering underwriting information, preparing submission packs and liaising with insurers.
• Coordinate renewal timelines, ensuring all documentation and data is collected, reviewed and submitted within agreed deadlines.
• Review insurer documentation for accuracy and completeness prior to issue to clients.

Administration & Compliance

• Maintain accurate and up-to-date client and policy records within Salesforce and other internal systems.
• Support the issuance and administration of Fee Agreements and service documentation.
• Ensure all activity is undertaken in line with Lockton procedures, regulatory requirements and FCA standards.
• Assist with audit requirements and internal compliance reviews as required.

Stakeholder Coordination

• Liaise with insurers, underwriters and internal stakeholders to support efficient service delivery.
• Work closely with Claims and Risk Management teams to support clients with claims notifications, updates and related administration.
• Support the preparation of stewardship reports, service reviews and client documentation.

Key Behaviours & Skills

• Working knowledge of Healthcare and Casualty classes of business, including clinical negligence, medical malpractice, employers’ and public liability and professional risks.
• Strong attention to detail with the ability to manage multiple tasks and deadlines effectively.
• Well-organised and methodical approach to account servicing and administration.
• Ability to build positive working relationships with clients, insurers and internal colleagues.
• Clear and professional communication skills, both written and verbal.
• Proactive approach to problem-solving and continuous improvement of service delivery.
• Confidence using internal systems and databases, with a willingness to develop technical knowledge.