Customer Care Assistant jobs in United Kingdom

Location: Hybrid – based in Milton Keynes office 2 days a week

Team: Client Experience

Reporting to: Chief Experience Officer

Salary: £48K - £52K

Terms: Full time, permanent

WorkBuzz helps organisations thrive through change by bringing clarity without complexity to how they listen, learn, and act.

Our AI-powered platform makes it easy for mid and large-sized companies to gather real-time employee feedback, uncover what truly matters, and focus on the actions that drive engagement, performance, and retention. Trusted across industries, we combine smart technology with a human approach - helping leaders make better decisions, faster.

With £12.5m funding raised and growing quickly, WorkBuzz is shaping the future of employee listening, and we’re looking for mission-driven people to join us!

We are looking for a motivated Account Manager to own relationships with a portfolio of clients and drive measurable business outcomes. This role is central to building effective and trusted partnerships with our clients; ensuring that clients realise the full value of our platform and solutions, achieve their business objectives, and grow their investment with us over time, ensuring the support of WorkBuzz growth objectives through the achievement of commercial retention and expansion goals

Relationship Management

• Serve as the primary point of contact for clients post-sale, building long-term, trusted relationships.
• Customer Discovery & Strategy: Arrange discovery workshops to understand client goals, challenges and success metrics and align WorkBuzz solutions accordingly.
• Act as the voice of the customer internally, influencing product roadmaps and service improvements.
• Client Advocacy: Build strong relationships to foster testimonials, 5-star reviews, referrals, and award submissions.
• Encourage clients to attend events, webinars, and proactively schedule face-to-face meetings where possible.

Client Retention & Growth

• Own a portfolio of accounts, with accountability for renewals, expansions, and upsells.
• Proactively identify growth opportunities, aligning client needs with our solutions.
• Customer Health Monitoring: Track and respond to health score changes and align clients to the success lifecycle.
• Manage renewal processes, ensuring timely contract discussions and minimising churn risk.
• Partner with CS leadership and other key stakeholders to deliver net revenue retention (NRR) targets.

Success Planning & Adoption

• Drive onboarding and adoption strategies to ensure clients realise ROI.
• Executive Business Reviews: Conduct regular EBRs with scope reviews, platform usage grading, and roadmap updates.
• Regularly review usage and performance metrics with clients, providing insights and recommendations.
• Deliver walkthroughs of client results, pointing out where to find insight and hotspots for engagement based on the clients’ interests. Guide clients to understand next steps and how to use WorkBuzz going forward.
• Develop joint success plans that tie our product capabilities to client strategic objectives.

Cross-functional Collaboration

• Partner with Product and Marketing to ensure client feedback is heard and acted on.
• Contribute to case studies, testimonials, and client advocacy programmes.

About You

• 5+ years of progressive client management experience, including proven success managing customer relationships and achieving account growth targets
• Strong communication and presentation skills (verbal and written)
• Commercially savvy – driven by client outcomes and revenue metrics (NPS, Net Retention, Upsells)
• Strategic thinker with the ability to align product capabilities to customer needs
• Innovator with the ability to test ideas, adapt and work with others to create new playbooks
• Experience leading client meetings and delivering business reviews with gravitas and presence
• Ideally, experience working with HR stakeholders, understanding their priorities and how employee listening is conducted
• Highly organised with the ability to manage multiple client relationships concurrently
• Willingness to travel for face-to-face meetings or events
• Experience with customer success platforms and CRM tools is a plus

Why you’ll love working at WorkBuzz:

• Our culture – WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins.
• Clear purpose – be part of building something which matters.
• Be the best you can be – we will invest in your development and help you grow.
• Competitive compensation, share options, private health insurance and a range of other benefits
• Flexible/ hybrid working – the opportunity to split your time between home working and our Milton Keynes office.
• Check out our Glassdoor reviews!

We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive. Our team is stronger when it is diverse and inclusive.

We welcome applicants from all walks of life and our hiring decisions are based on merit - regardless of age, disability, race, religion or belief, sex, gender, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partnership status.

If you need any adjustments or support during the recruitment process, please don’t hesitate to let us know. We’re here to ensure a fair and accessible experience, removing barriers that may impede someone’s progress based on their unique circumstances.