Customer Relationship Manager

Hiring:
Customer Relationship Manager

Ripponden (HX6 4AJ
) | £28,000-£32,000 | Full‑time | Office‑based | 8:30-5:00, Mon-Fri

A UK leading provider of critical equipment services is recruiting a Customer Relationship Manager to join their Care & Resolution team. This role provides consistent ownership of the customer experience, particularly where issues are complex, long‑running or high‑impact. You'll act as the customer's primary point of contact, ensuring clear communication, coordinated resolution and fair outcomes.

Key Responsibilities:

Customer ownership:
Act as the main contact for customers, delivering clear, proactive communication.

Complex case coordination:
Drive progress on multi‑step issues across Operations, Finance, Sales and other teams.

Root cause insight:
Identify trends, lead structured analysis and provide evidence‑based feedback to improve processes.

Retention support:
Monitor customer sentiment and work with Sales and Customer Success on renewals and risk.

Customer enablement:
Deliver portal walkthroughs, encourage digital adoption and reduce avoidable queries.

Governance & quality:
Maintain accurate records and ensure all communication meets professional standards.

Skills & Experience:

Essential

Experience in customer relationship management, account management or complex customer support

Excellent written and verbal communication

Strong organisation, judgement and attention to detail

Ability to influence and coordinate across teams

Desirable

Experience in contract‑based or regulated environments

Commercial awareness and understanding of customer lifecycle value

Experience with root cause analysis or service improvement

Familiarity with CRM or case management systems

Personal Attributes:

Proactive, accountable and calm under pressure

Detail‑focused with strong problem‑solving ability

Collaborative and relationship‑driven

What Success Looks Like:

Improved customer confidence and experience

Reduced repeat queries

Stronger insight into systemic issues

Better support for retention and cash collection

Apply Now!

If you're interested, please send your CV and a short introduction to (url removed), or call (phone number removed).

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