Customer Relationship Manager

Training Qualifications UK; United Kingdom; Hybride; GBP 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Company sick pay after probation

25 days annual leave + 8 bank holidays

Annual loyalty bonus

Group income protection

Life assurance

Employee assistance programme (EAP)

Healthy work/life balance

Travel to client sites

Professional development opportunities

Résumé du poste

Training Qualifications UK is seeking a Customer Relationship Manager to nurture a portfolio of customers and ensure they gain maximum value from our products and services while delivering exceptional support.

You’ll partner with the Business Development team to schedule account reviews, identify growth opportunities, and drive retention. Occasional travel to client sites is required.

Qualifications

• Experience in a customer service, account management, or client services role.
• 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.
• Excellent verbal and written communication skills, with the ability to influence stakeholders.
• Have an analytical mindset and can interpret market data and trends.
• Excellent organisational and time management skills and ability to multitask.
• Full UK Driving

Responsabilités

• Focus on customer retention, build and maintain strong, long-term relationships with a portfolio of customers.
• Maintain reviews of annual spend in line with set targets.
• Proactively secure regular account reviews and check-ins.
• Ensure customers use the right support channels and act as a point of contact for customer escalation.
• Proactively use data to monitor customer health and engagement, addressing risks and decline.
• Collaborate with internal teams to resolve issues and improve the customer experience.
• Identify and log potential upsell or cross-sell opportunities and pass to the Business Development Team.
• Support onboarding and training of new customers to ensure smooth start and adoption.
• Maintain accurate records of customer interactions and feedback in our CRM.
• Contribute to the development of customer service processes and best practices.
• Deliver bespoke webinars and demonstrations to customers.
• Represent the voice of the customer internally, advocating for needs and feedback.
• Develop understanding of internal processes related to the customer journey.
• Maintain knowledge of products and services, competitors, and industry trends.

Connaissances

Customer service

Account management

Relationship-building

Communication skills

Problem-solving

Time management

Multitasking

Team collaboration

MS Office

Full UK Driving

Outils

Microsoft Office Suite

CRM systems

Description du poste

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.

Key Responsibilities

• Focus on customer retention, build and maintain strong, long-term relationships with a portfolio of customers.
  
• Maintain reviews of annual spend in line with set targets.
  
• Proactively secure regular account reviews and check‑ins.
  
• Ensure customers use the right support channels and act as a point of contact for customer escalation, ensuring timely and effective resolution.
• Proactively use data to monitor customer health and engagement, addressing risks and decline.
  
• Collaborate with internal teams to resolve issues and improve the customer experience, acting promptly on feedback.
• Identify and log potential upsell or cross‑sell opportunities during account calls and pass these to the Business Development Team for action.
• 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 our 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.

Other Responsibilities

• Developing and maintaining an understanding of TQUK internal processes, especially those related to the customer journey
• Maintaining in‑depth knowledge of TQUK products and services, competitors and the awarding and end‑point assessment industry overall
• Maintaining an in‑depth understanding of regulatory requirements associated with own area of work across Awarding and end‑point assessment
• Undertaking other duties considered within your skill and competence to assist the smooth running of the business as required
• Championing the organisation's values at all times to model behaviours to wider team staff.
• Support the wider Customer Service department as needed.

Key Requirements

• Experience in a customer service, account management, or client services role, ideally within education, training or a service‑led industry
• 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
• Have an 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
• Proficient in using document management software, collaboration tools, and Microsoft Office Suite (Word, Excel, PowerPoint)
• Full UK Driving

Key Characteristics

• 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.
  
• Excellent verbal and written communication skills.
  
• Confident in delivering webinars, presentations, and demonstrations to large audiences.
  
• Adaptable and resilient in a dynamic, evolving environment.
• Training, Qualifications & Apprenticeships. It’s what we do!
  
• Company sick pay upon completion of probation.
  
• 25 days annual leave plus 8 days Bank Holiday (33 in total).
  
• Additional annual leave day each year, after 2 years of continuous service (up to 28 days).
  
• An extra day off to celebrate your birthday and the Christmas period.
  
• Annual Loyalty Bonus.
  
• Annual salary review.
  
• Group Income Protection
  
• Life Assurance
  
• Employee Assistance Programme (EAP)
  
• A workplace that supports a healthy work/life balance.

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*