Customer Relationship Manager
Gloucester
Our well-established national business, with a strong reputation for innovation, is looking for a Customer Relationship Manager to join its dynamic team based in Quedgeley. The company prides itself on a culture built around integrity, collaboration, innovation and excellence.
This is a pivotal role focused on protecting and strengthening customer relationships. The successful candidate will take ownership of customers at risk of leaving, working proactively to resolve service issues, rebuild confidence and maximise customer retention. Working closely with internal teams, you'll drive effective service recovery plans while identifying opportunities to improve the overall customer experience.
This is an excellent opportunity for someone who thrives on building relationships, solving problems and influencing positive outcomes. You will be a confident communicator with strong negotiation and objection-handling skills, commercial awareness, and the ability to remain calm under pressure.
Key Responsibilities:
- Act as the main point of contact for customers at risk of cancelling their contracts.
- Build strong relationships with customers to understand concerns and restore confidence in the service.
- Investigate issues, identify root causes and implement effective service recovery plans.
- Work collaboratively with internal teams to improve service delivery and customer satisfaction.
- Maintain regular communication throughout the recovery process, ensuring commitments are met.
- Monitor service performance and identify trends impacting customer retention.
- Maintain accurate records of customer interactions, recovery actions and outcomes.
- Produce reports on retention performance, recurring issues and opportunities for continuous improvement.
- Share best practice with colleagues to support customer retention and service recovery.
- Manage the contract termination process where retention is not achievable.
Candidate Attributes:
- Previous experience in customer relationship management, retention or customer success.
- Strong relationship-building and communication skills.
- Confident handling challenging conversations and resolving customer concerns.
- Commercially aware with a proactive, solutions-focused approach.
- Organised, resilient and able to prioritise effectively in a fast-paced environment.
Flexible Working - Monday – Friday, 40 hours per week (flexible start and finish time) - one day per week WFH
Salary - £32,000+ plus excellent benefits including:
- 25 days' annual leave plus bank holidays
- Healthcare Cash Plan (Medicash)
- Employee Assistance Programme (EAP)
- 24/7 GP and prescription service
- Employee wellness programme
- Company pension scheme
- Life assurance
- Birthday off every year after 12 months' service
Salary: £32,000+ plus excellent benefits
Hours Per Week: Monday – Friday, 40 hours per week
