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For Companies At a Glance
- Tasks: Manage complex customer relationships and ensure high-quality resolutions.
- Company: Join a dynamic Care & Resolution team focused on customer satisfaction.
- Benefits: Full-time role with opportunities for professional growth and development.
- Why this job: Make a real difference in customer experiences and build lasting relationships.
- Qualifications: Experience in customer relationship management and strong communication skills.
- Other info: Collaborative environment with a focus on continuous improvement.
We are recruiting a Customer Relationship Manager to join a Care & Resolution team, providing end-to-end ownership of complex SME customer relationships. This is a full-time role designed to deliver continuity, accountability and a high-quality customer experience where issues are complex, prolonged or high-impact.
The Role
As Customer Relationship Manager, you will act as the primary point of contact for assigned customers, owning communication and coordination throughout the resolution journey. You’ll work closely with internal teams to drive timely, fair outcomes while strengthening customer confidence and supporting retention.
Key Responsibilities
- Own customer relationships for complex or escalated SME cases
- Act as a consistent, trusted point of contact throughout resolution
- Coordinate multi-step issues across Operations, Finance, Sales and support teams
- Maintain momentum on aged or high-impact cases, removing blockers
- Partner with Care Advisors and escalate to Resolution Experts when required
- Lead structured root cause analysis on recurring or systemic issues
- Identify trends and provide clear, evidence-based insight to internal teams
- Support retention, renewal and customer risk activity alongside Sales and Customer Success
- Deliver customer education and digital portal walkthroughs
- Ensure all communication, records and case updates meet professional and governance standards
Skills & Experience
Essential
- Experience in customer relationship management, account management or complex customer support
- Strong written and verbal communication skills
- Confident managing ambiguity and complex situations
- Highly organised with strong attention to detail
- Ability to influence and coordinate across teams without direct authority
Desirable
- Experience in a contract-based or regulated environment
- Commercial awareness and understanding of customer lifecycle value
- Experience contributing to root cause analysis or service improvement
- Familiarity with CRM or case management systems
Personal Attributes
- Proactive and self-motivated
- Calm, professional and confident under pressure
- Comfortable taking ownership and accountability
- Collaborative and relationship-focused
- Able to think both detail-first and system-wide
What You’ll Deliver
- Improved customer confidence and experience on complex issues
- Reduced repeat and avoidable customer contact
- Stronger insight into systemic issues and preventative action
- Better support for retention, renewal and cash collection activity
- Clear, consistent and professional customer communication
Customer Relationship Manager employer: Arc Recruitment
Contact Detail:
Arc Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Relationship Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer relationship management. Think about how you've handled complex situations in the past and be ready to share those stories. We want you to shine!
✨Tip Number 3
Showcase your skills during the interview by asking insightful questions about the company's approach to customer relationships. This not only demonstrates your interest but also gives you a chance to highlight your knowledge and experience.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team and making a difference in customer experiences.
We think you need these skills to ace Customer Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer relationship management experience and any relevant achievements that show how you can deliver a high-quality customer experience.
Showcase Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and professional. Use concise language and avoid jargon to demonstrate your ability to communicate effectively with customers and internal teams.
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've managed complex situations or resolved issues in the past. This will show us that you can handle ambiguity and take ownership of customer relationships.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture!
How to prepare for a job interview at Arc Recruitment
✨Know Your Customer Journey
Familiarise yourself with the customer journey and how it relates to the role of a Customer Relationship Manager. Be ready to discuss specific examples of how you've managed complex customer relationships in the past, highlighting your ability to maintain communication and resolve issues effectively.
✨Showcase Your Communication Skills
Since strong written and verbal communication skills are essential, practice articulating your thoughts clearly. Prepare to demonstrate how you’ve successfully communicated with customers and internal teams, especially in high-pressure situations. Use examples that showcase your ability to influence and coordinate across teams.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle ambiguity and complex situations. Think of specific instances where you’ve led root cause analysis or resolved systemic issues. Be ready to explain your thought process and the steps you took to achieve a positive outcome.
✨Highlight Your Organisational Skills
As a Customer Relationship Manager, being highly organised is key. Prepare to discuss how you manage multiple cases simultaneously, ensuring that nothing falls through the cracks. Share examples of how your attention to detail has positively impacted customer experiences and outcomes.
