Care & Resolution | Full Time | £28-32k
This is a high-impact role for someone who thrives on ownership, complexity and making a genuine difference to customers at their most critical moments. If you are the kind of person who finds satisfaction in bringing order to chaos, building trust where it has been tested and turning difficult situations into lasting relationships, this role was designed for you.
Role at a Glance:
Job Titl:e Customer Relationship Manager
Department: Care & Resolution
Location: Office-based, UK
Reports To: Care & Resolution Manager
People Management: No
Working Hours: Full time
this role is designed to provide consistent, primary ownership for customers and continuity is key.
The Opportunity:
As a Customer Relationship Manager (CRM), you will be the single point of contact for customers navigating complex, prolonged or high-impact service challenges. You will own the relationship from end to end, not just the ticket, ensuring every customer feels heard, informed and confident that things are moving forward.
This is not a reactive call-handling role. It requires you to lead, coordinate and drive outcomes across multiple teams simultaneously, translating complexity into clarity for customers while feeding insight back into the business to prevent the same issues from recurring.
You will work in close partnership with Sales, Credit Control, Care Advisors, Resolution Experts, Account Managers and Customer Success, becoming the connective tissue that holds complex customer journeys together.
What You'll Be Doing: Primary Customer Relationship Ownership
* Act as the primary and consistent point of contact for customers throughout complex resolution journeys
* Own customer communication end-to-end, providing clear updates and managing expectations proactively
* Build trust and confidence through professional, considered and transparent engagement
* Ensure customers experience genuine continuity, accountability and progress
Coordination of Complex Resolution Activity
* Coordinate multi-step customer issues across Operations, Finance, Sales and support functions
* Maintain momentum on complex or aged cases, removing blockers and driving progress with purpose
* Work in structured partnership with assigned Care Advisors to gather information and progress tasks efficiently
* Escalate appropriately to Resolution Experts where formal complaints, remedies or governance decisions are required
Insight, Root Cause Analysis & Feedback Loops
* Lead structured root cause analysis on complex and recurring customer issues
* Identify patterns, trends and systemic weaknesses impacting customer experience
* Translate customer insight into clear, evidence-based feedback for Operations, CX and leadership teams
* Support and track agreed preventative actions to reduce repeat failure, closing the loop
Commercial Awareness & Retention Support
* Maintain a clear understanding of customer risk, sentiment and relationship health
* Partner with Area Sales Managers to support renewal, re-sign and broader relationship activity
* Provide structured insight to Customer Success where customers are trending toward termination
* Contribute to informed decisions around retention gestures and commercial outcomes
Customer Adoption & Enablement
* Deliver portal walkthroughs and targeted customer education to drive digital adoption
* Encourage self-service behaviours that reduce avoidable demand
* Improve customer understanding of visibility, status and processes
Governance, Quality & Professional Standards
* Ensure all customer communication is accurate, considered and aligned to business position
* Maintain high standards in written and verbal communication at all times
* Operate within agreed governance frameworks, escalation pathways and authority levels
* Keep customer records, timelines and case information complete and reliable
Skills & Experience:
Essential
* Proven experience in customer relationship management, account management or complex customer support
* Strong written and verbal communication skills, clear, professional and audience-aware
* Ability to manage ambiguity and apply sound judgement in complex, evolving situations
* Strong organisational skills and meticulous attention to detail
* Able to coordinate and influence across teams without direct authority
Desirable
* Experience in a contract-based or regulated service environment
* Commercial awareness and understanding of customer lifecycle value
* Experience contributing to root cause analysis and service improvement initiatives
* Familiarity with CRM or case management platforms
Who You Are:
Beyond the technical requirements, we are looking for someone with a particular mindset and character.
* Proactive and self-motivated, you do not wait to be asked
* Calm, confident and professional under pressure, you are a steadying presence
* Detail-focused but able to think systemically, you see both the tree and the forest
* Comfortable taking ownership and accountability, you see things through
* Collaborative and relationship-oriented, you understand that how you get things done matters as much as what you get done
What Success Looks Like:
Within this role, you will be measured on outcomes that matter, not just activity. The markers of genuine success in this position include:
* Measurably improved customer confidence and experience on complex issues
* Reduction in repeat and avoidable customer queries
* Stronger insight into systemic issues feeding into preventative action
* Improved support for retention, renewal and cash collection activity
* Clear, consistent and professional customer communication as a standard, not an exception
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Salary description
£28000.00 - £32000.00 per year