Howden
Client Services Specialist - Healthcare
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Client Services Specialist
The Client Services Specialist plays an important role in delivering consistent, high-quality operational support to consultants and clients across Health. Sitting above the Insurance Technician role, this position requires a solid technical foundation, strong process discipline, and the ability to manage work independently within defined frameworks.
The Client Services Specialist is expected to deliver accurate and timely Client Services activity, collaborate effectively with colleagues, and contribute to smooth client delivery through reliable execution and proactive communication. The Client Services Specialist is actively developing their technical expertise and service confidence, with the role acting as a key progression step towards Senior Client Services Specialist. They demonstrate professionalism, accuracy, and strong relationship building skills while supporting the wider aims of the business, including technology adoption, resilience, and client growth.
Key Responsibilities
Client & Consultant Delivery
- Deliver accurate, timely, and well-presented work in line with agreed SLAs and service standards.
- Provide clear and professional communications, documentation, and reporting to consultants.
- Support preparation for client meetings (Teams or in person) and follow-up actions, obtaining support where appropriate.
- Ensure client queries and service requests are progressed efficiently and resolved within expected timescales.
- Escalate non-standard requests, risks, or uncertainties to senior colleagues or the line manager.
- Support continuous improvements to client experience.
- Understand consultant requirements that may differ from standard processes and help facilitate the desired outcome while managing risk.
Cross-Discipline Collaboration (Health ↔ Risk ↔ Pensions)
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- Work collaboratively with colleagues across disciplines on shared clients, ensuring relevant updates (e.g., changes to benefits, contacts, or policies) are communicated promptly.
- Support joined-up service delivery by acting as a reliable point of coordination within Client Services.
- Attend and positively contribute to Team Meetings and Collaboration Days.
Technology, Data & Process Discipline
Automation & Tools
- Use automated tools and workflows accurately and consistently as part of day-to-day delivery.
- Support user acceptance testing (UAT) and feedback on new tools when requested.
Howden Be & Data Accuracy
- Maintain accurate and up-to-date Epic data and fields that feed into Howden Be.
- Complete allocated data updates promptly and support data cleansing activity as required.
Dashboards & Tracking
- Maintain accurate workflow trackers, Epic activities, and task updates to support reporting and oversight.
Process Adherence, Quality & Risk Awareness
- Follow Client Services processes consistently and without deviation.
- Escalate any requests or situations outside standard process before action is taken.
- Identify and promptly raise any potential errors, omissions, or risks.
- Complete all work to a high standard of accuracy, professionalism, and attention to detail.
- Contribute feedback to improve processes and highlight opportunities for refinement.
Stakeholder Engagement
- Build positive and professional working relationships with consultants, insurers, and Client Services colleagues.
- Be approachable, responsive, and solutions-focused in supporting consultant needs.
- Attend insurer or internal meetings when requested, contributing effectively and learning through exposure.
Development & Contribution to Team Culture
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- Actively engage with the Professional Excellence Programme (PEP) to build technical knowledge and capability.
- Seek feedback from colleagues and manager to support development and progression.
- Demonstrate readiness to take on increased responsibility over time.
- Engage with technical training and suggest areas for additional learning where knowledge gaps exist.
- Contribute to a positive, inclusive, and motivated team environment by participating in discussions, supporting colleagues, and sharing best practice.
Skills, Experience & Behaviours
- Strong technical understanding of processes, workflows, and expected outputs within Client Services.
- Ability to manage multiple tasks simultaneously while maintaining a high standard of accuracy.
- Confident communicator with consultants, colleagues, and clients.
- Proactive, reliable, and solutions-oriented.
- Sound judgement, especially in relation to client nuances and process risks.
- High level of organization and accountability.
Career Progression
This role provides a structured development pathway towards Senior Client Services Specialist and Client Services leadership, consulting, or broader operational roles, with progression supported through:
- Sustained delivery of high-quality, accurate, and reliable service across complex and non-standard activity.
- Increasing technical confidence.
- Strong stakeholder relationships.
- Demonstrated ownership and problem-solving capability.
- Advanced technical confidence and sound judgement, particularly in risk awareness and issue resolution.
- Strong credibility and influence with consultants, insurers, and internal stakeholders.
- Demonstrated leadership behaviours, including ownership, problem-solving, and contribution to continuous improvement.
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