Customer Relationship Manager

Working hours 37.5 Hrs - 6-month Fixed Term Contract (with potential extension) This is a full time as the role is designed to provide consistent primary ownership and continuity for customers. Role overview The Customer Relationship Manager (CRM) is responsible for owning the customer experience and relationship for SME accounts, especially where issues are complex, prolonged or high impact. The role provides customers with a consistent primary point of contact, ensuring clear communication, coordinated resolution and fair, timely outcomes.

The CRM role exists to strengthen customer relationships, support retention and renewal activity, protect cash collection and ensure learning from customer issues is translated into preventative action across the business. CRMs work in close partnership with Care Advisors, Resolution Experts, Account Managers and Customer Success to deliver joined up, professional customer outcomes. Key tasks Primary Customer Relationship Ownership ? Act as the primary point of contact for customers ?

Own customer communication throughout the resolution journey, providing clear updates and managing expectations