Customer Experience Account Manager

The Portfolio Group; Hinckley; On-site; GBP 28,000 - 36,000; Full time

Job summary

The Portfolio Group Inc. in Hinckley seeks a Client Relationship Specialist to nurture and protect valuable B2B client relationships, focusing on service quality and retention.

This role involves owning conversations, resolving issues and driving outcomes that benefit both the client and the business. You will manage an existing portfolio, handle escalations, negotiate contracts where appropriate and partner with internal teams to deliver improved service delivery and client outcomes.

Qualifications

• Experience building and maintaining relationships with business clients (B2B).
• Strong communication with stakeholders and problem-solving focused on outcomes.

Responsibilities

• Manage relationships with an existing portfolio of B2B clients as the primary contact for service queries and complaints.
• Handle client retention, cancellation requests, contract renegotiations and account escalations.
• Identify opportunities to improve customer satisfaction and reduce churn.
• Investigate complaints, determine root causes and drive effective resolutions.
• Own customer queries and escalated cases to completion, coordinating with internal teams.

Skills

Client relationships

B2B customer service

Account management

Customer success

Churn reduction

Escalations handling

Job description

Client Relationship Specialist | B2B Customer Experience & Retention

Love building relationships, solving problems and keeping clients on side? Let\'s talk.

Not every client relationship runs smoothly. The difference is having someone who knows how to step in, take ownership and turn things around.

I\'m working with an established business services organisation looking to recruit a Client Relationship Specialist to join its team in Hinckley.

This is a fantastic opportunity for someone with experience across B2B customer service, client relationship management, account management, customer success or client retention who enjoys being at the heart of the customer experience.

You\'ll be dealing with existing business clients who may be unhappy with their service, considering cancelling their agreements or looking to renegotiate their contracts. Your role will be to understand their concerns, manage expectations, resolve issues and ultimately protect and retain valuable client relationships.

This isn\'t a call‑centre role where you\'re following a script. It\'s about commercial conversations, relationship building, problem-solving and delivering outcomes that work for both the client and the business.

The role - what you\'ll be getting involved in:

• Managing relationships with an existing portfolio of B2B clients, acting as a key point of contact for service-related queries, concerns and complaints.
• Handling client retention, cancellation requests, contract renegotiations and account escalations.
• Proactively identifying opportunities to improve customer satisfaction, strengthen relationships and reduce client churn.
• Investigating complaints, understanding the root cause of issues and driving effective resolutions.
• Taking full ownership of customer queries and escalated cases, ensuring issues are followed through to completion.
• Working closely with internal departments and key stakeholders to improve service delivery and client outcomes.
• Managing difficult conversations, negotiating solutions and rebuilding trust with dissatisfied customers.
• Promoting customer loyalty, service value and long‑term client engagement.
• Working towards customer retention, service quality and performance KPIs.

Who would suit this?

I\'m keen to speak with people who understand that great customer service goes beyond simply answering questions. It\'s about ownership, accountability, communication and delivering a positive client experience.

You could currently be working in:

• Client Relationship Management
• B2B Customer Service / Customer Experience
• Account Management / Account Retention
• Customer Success
• Complaints Handling / Escalations
• Client Services / Account Support
• Customer Retention / Renewals
• Contract Management

You\'ll ideally bring:

• Previous experience dealing with business customers or corporate clients in a B2B environment.
• Strong relationship management and stakeholder communication skills.
• Confidence handling complaints, escalations and challenging customer conversations.
• Experience managing cancellation requests, customer retention or contract negotiations.
• A solutions‑focused approach with the ability to investigate problems and see things through to resolution.
• Commercial awareness and an understanding of customer lifetime value, client satisfaction and retention.
• The ability to manage multiple accounts and competing priorities in a fast‑paced environment.
• A professional, personable approach with excellent verbal and written communication skills.

You\'ll be joining an established organisation where client relationships really matter. You\'ll have the autonomy to manage conversations, influence outcomes and make a genuine difference to customer experience and business retention.

If you\'re someone who enjoys the challenge of turning around difficult client relationships, resolving problems and keeping customers engaged, I\'d love to hear from you.