Customer Relationship Manager

Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

What’s the secret to our success? Simply put, we do things differently here!

As a proactive Customer Relationship Manager, you’ll play a central role in building strong, lasting relationships with our existing customers. Your focus will be on ensuring they gain maximum value from our products and services while consistently delivering exceptional customer service. This is not a sales role; instead, you’ll act as a trusted partner, supporting customers throughout their journey and driving long‑term satisfaction and success.

You’ll work closely with the Business Development team to identify growth opportunities during scheduled account reviews and share valuable insights to inform wider business strategy. Your role will be key in maintaining high levels of customer engagement, resolving issues proactively, and ensuring a smooth, consistent experience across all areas of the business.

Please note: this role requires occasional travel to customer sites.

• Monitor annual spend and ensure it aligns with set targets.
• Proactively secure regular account reviews and check‑ins.
• Ensure customers use the correct support channels and act as a point of escalation, ensuring timely and effective resolution.
• Use data to monitor customer health and engagement, addressing risks or signs of decline.
• Collaborate with internal teams to resolve issues and enhance the customer experience, acting promptly on feedback.
• Identify and log potential upsell or cross‑sell opportunities during account interactions and pass these to the Business Development team.
• Support onboarding and training of new customers to ensure a smooth start and early adoption of our products and services.
• Maintain accurate and up‑to‑date records of customer interactions and feedback in the CRM.
• Contribute to the development of customer service processes, resources, and best practices.
• Deliver bespoke webinars and demonstrations to customers.
• Represent the voice of the customer internally, advocating for their needs and feedback.

• Maintain in‑depth knowledge of TQUK products and services, competitors, and the awarding and end‑point assessment industry.
• Maintain a strong understanding of regulatory requirements relevant to your area of work across awarding and end‑point assessment.
• Undertake additional duties within your skill set to support the smooth running of the business.
• Champion the organisation’s values and model positive behaviours to the wider team.
• Support the wider Customer Service department as needed.

• Strong relationship‑building and communication skills.
• A proactive, problem‑solving mindset with a focus on customer satisfaction.
• Ability to manage multiple accounts and priorities effectively.
• Collaborative and team‑oriented, with a willingness to work cross‑functionally.
• High attention to detail and a commitment to delivering excellent customer service.
• Exceptional communication and presentation skills, with the ability to influence and build relationships quickly with key stakeholders.
• Analytical mindset with the ability to gather and interpret market data and trends.
• Excellent organisational and time management skills, with the ability to prioritise and multitask effectively.
• Experience in customer service, account management, or client services, ideally within education, training, or a service‑led industry.
• Proficiency with document management software, collaboration tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
• Full UK driving licence.

• Excellent organisation and attention to detail.
• Confident, energetic, ambitious, and driven, with a strong “can do, will do” attitude.
• Self‑motivated, enthusiastic, and able to work on your own initiative.
• Results‑driven with a strong focus on targets and achievement.
• A strong team player.
• Skilled and confident communicator with the ability to negotiate when required.
• E…