At a Glance
- Tasks: Build strong relationships with Defence customers and ensure effective communication.
- Company: Established defence technology company with a focus on growth and innovation.
- Benefits: Flexible working hours, 25 days leave, health cash plan, and ongoing training.
- Other info: Ideal for ex-military candidates with active DV clearance.
- Why this job: Make a real impact in Defence while enjoying a supportive work culture.
- Qualifications: Experience in Defence customer relations and excellent communication skills.
Our client is an established and growing defence technology company delivering critical capabilities to UK Defence customers. Due to continued growth and long-term programme success, they are seeking a Customer Relationship Manager / Liaison Officer to act as the key interface between the business and its end users. This is an excellent opportunity for an individual with a strong Defence background who enjoys building trusted relationships, solving problems, and working closely with customers to ensure successful delivery while identifying future opportunities.
The Role
- Working closely with senior stakeholders, you will become the trusted point of contact for key Defence customers, ensuring effective communication between the customer, internal delivery teams, and external partners.
- You will play a vital role in maintaining customer satisfaction, resolving issues, and supporting the ongoing development of services across long-term programmes.
Key Responsibilities
- Build and maintain strong, long-term relationships with key Defence customers.
- Act as the primary point of contact for customer enquiries and escalations, ensuring issues are resolved efficiently.
- Build trusted relationships with stakeholders at all levels.
- Coordinate communication between customers, internal teams and subcontractors.
- Support operational delivery by identifying and resolving issues before they impact the customer.
- Work collaboratively across multiple teams to improve customer experience and service delivery.
- Identify opportunities to expand existing services and support future business growth.
- Represent the business professionally when engaging with customers and industry partners.
About You
- Our client is looking for someone who is personable, commercially aware and confident engaging with senior Defence stakeholders. You will ideally have:
- Previous experience managing customer or stakeholder relationships within Defence or Government.
- An IT or Networking background with the ability to understand technical discussions.
- Excellent communication and interpersonal skills.
- Strong commercial awareness and customer-focused approach.
- Experience coordinating multiple stakeholders and resolving issues.
- The confidence to influence and build credibility with senior decision makers.
- Existing knowledge of Defence customer processes and environments.
- DV cleared and eligible for STRAP clearance (essential).
Location
- West Midlands based.
- Regular travel to customer and company locations across Tewkesbury, Bristol, London and the South Coast.
Benefits
- Flexible working culture and flexible working hours.
- 25 days annual leave plus the option to purchase additional leave.
- 10% employer pension contribution.
- Health Cash Plan for employees and eligible family members.
- Benefits platform including Cycle to Work, technology purchase schemes and retail discounts.
- Ongoing training and professional development.
- Two annual bonus opportunities (subject to company performance).
- Enhanced maternity, paternity and adoption leave.
- Recruitment referral bonus.
- Reservist leave.
- Modern office facilities with complimentary refreshments.
- Smart casual "Dress for Your Day" policy.
- Free parking or parking reimbursement.
- Company social events and annual training days.
Ideal Backgrounds
- This position would particularly suit candidates from:
- Defence Relationship Management
- Customer Success
- Account Management
- Service Delivery
- Defence Digital
- DE&S
- Royal Signals
- Royal Navy CIS
- RAF CIS
Candidates with experience working alongside MOD customers, defence suppliers or within secure government environments will be particularly well suited to this opportunity. Candidates with active DV clearance are highly encouraged to apply.
If you are interested in applying, please send a copy of your CV to Dan Martin at Ex-Mil Recruitment Ltd.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager / Liaison Officer in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ex-mil Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ex-mil Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Manager / Liaison Officer in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ex-mil Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Ex-mil Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ex-mil Recruitment Ltd!
How to prepare for a job interview at Ex-mil Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
