We are recruiting a Customer Relationship Manager to join a Care & Resolution team, providing end-to-end ownership of complex SME customer relationships.
This is a full-time role designed to deliver continuity, accountability and a high-quality customer experience where issues are complex, prolonged or high-impact.
The Role
As Customer Relationship Manager, you will act as the primary point of contact for assigned customers, owning communication and coordination throughout the resolution journey. You’ll work closely with internal teams to drive timely, fair outcomes while strengthening customer confidence and supporting retention.
Key Responsibilities
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Own customer relationships for complex or escalated SME cases
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Act as a consistent, trusted point of contact throughout resolution
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Coordinate multi-step issues across Operations, Finance, Sales and support teams
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Maintain momentum on aged or high-impact cases, removing blockers
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Partner with Care Advisors and escalate to Resolution Experts when required
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Lead structured root cause analysis on recurring or systemic issues
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Identify trends and provide clear, evidence-based insight to internal teams
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Support retention, renewal and customer risk activity alongside Sales and Customer Success
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Deliver customer education and digital portal walkthroughs
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Ensure all communication, records and case updates meet professional and governance standards
Skills & Experience
Essential
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Experience in customer relationship management, account management or complex customer support
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Strong written and verbal communication skills
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Confident managing ambiguity and complex situations
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Highly organised with strong attention to detail
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Ability to influence and coordinate across teams without direct authority
Desirable
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Experience in a contract-based or regulated environment
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Commercial awareness and understanding of customer lifecycle value
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Experience contributing to root cause analysis or service improvement
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Familiarity with CRM or case management systems
Personal Attributes
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Proactive and self-motivated
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Calm, professional and confident under pressure
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Comfortable taking ownership and accountability
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Collaborative and relationship-focused
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Able to think both detail-first and system-wide
What You’ll Deliver
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Improved customer confidence and experience on complex issues
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Reduced repeat and avoidable customer contact
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Stronger insight into systemic issues and preventative action
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Better support for retention, renewal and cash collection activity
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Clear, consistent and professional customer communication