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- Tasks: Own customer relationships and ensure smooth communication throughout complex issue resolutions.
- Company: Join a dynamic team focused on enhancing customer experiences.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Collaborative culture with opportunities for growth and learning.
- Why this job: Make a real difference in customer satisfaction and retention while developing your skills.
- Qualifications: Experience in customer relationship management and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
The Customer Relationship Manager (CRM) is responsible for owning the customer experience and relationship, especially where issues are complex, prolonged or high impact. The role provides customers with a consistent primary point of contact, ensuring clear communication, coordinated resolution and fair, timely outcomes. The CRM role exists to strengthen customer relationships, support retention and renewal activity, protect cash collection and ensure learning from customer issues is translated into preventative action across the business. CRMs work in close partnership with Sales, Credit Control, Care Advisors, Resolution Experts, Account Managers and Customer Success to deliver joined up, professional customer outcomes.
Key tasks
- Primary Customer Relationship Ownership
- Act as the primary point of contact for customers
- Own customer communication throughout the resolution journey, providing clear updates and managing expectations
- Build trust and confidence through consistent, professional and proactive engagement
- Ensure customers experience continuity, transparency and accountability
- Coordination of Complex Resolution Activity
- Coordinate multi step customer issues across Operations, Finance, Sales and other support functions
- Maintain momentum on complex or aged cases, removing blockers and driving progress
- Work in structured partnership with assigned Care Advisors to progress tasks and gather information
- Escalate appropriately to Resolution Experts where formal complaints, remedies or governance decisions are required
- Structured Insight, Root Cause Analysis and 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, Customer Experience and leadership teams
- Support agreed preventative actions and track completion to reduce repeat failure
- Commercial Awareness and Retention Support
- Maintain awareness of customer risk, sentiment and relationship health
- Work closely with Area Sales Managers (ASMs) to support renewal, re-sign and wider relationship activity
- Provide structured insight to Customer Success where customers progress toward termination
- Contribute to informed decision making around retention gestures and commercial outcomes
- Customer Adoption and Enablement
- Deliver MyJLA portal walkthroughs and customer education
- Encourage digital adoption and self service behaviours
- Reduce avoidable demand by improving customer understanding of visibility, status and processes
- Governance, Quality and Professional Standards
- Ensure customer communication is accurate, considered and aligned to business position
- Maintain high standards of written and verbal communication
- Operate within agreed governance frameworks, escalation pathways and authority levels
- Ensure customer records, timelines and case information are complete and reliable
Criteria
- Essential (attributes required for candidate to be considered)
- Proven experience in customer relationship management, account management or complex customer support
- Strong written and verbal communication skills
- Ability to manage ambiguity and apply judgement in complex situations
- Strong organisational skills and attention to detail
- Ability to coordinate and influence across teams without direct authority
- Experience working in a contract-based or regulated environment
- Commercial awareness and understanding of customer lifecycle value
- Experience contributing to root cause analysis and service improvement
- Familiarity with CRM or case management systems
Personal Attributes
- Proactive and self-motivated
- Calm, confident and professional under pressure
- Detail focused with the ability to think systemically
- Comfortable taking ownership and accountability
- Collaborative and relationship oriented
Key Outcomes
- Improved customer confidence and experience on complex issues
- Reduced repeat and avoidable customer queries
- Stronger insight into systemic issues and preventative action
- Improved support for retention, renewal and cash collection activity
- Clear, consistent and professional customer communication
Customer Relationship Manager (CRM) x4 employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Manager (CRM) x4
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Relationship Manager role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews by practising common CRM scenarios. Think about how you'd handle complex customer issues or improve customer experience. We want you to shine and show off your problem-solving skills!
✨Tip Number 3
Don’t forget to research the company culture! Understanding their values and how they approach customer relationships can give you an edge. Tailor your responses to show how you align with their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team and making a difference in customer relationships.
We think you need these skills to ace Customer Relationship Manager (CRM) x4
Some tips for your application 🫡
Show Off Your Communication Skills: Since the CRM role is all about clear communication, make sure your written application reflects that. Use concise language and structure your thoughts well. We want to see how you can convey complex ideas simply and effectively!
Highlight Your Customer Experience: We’re looking for someone with proven experience in customer relationship management. In your application, share specific examples of how you've built trust and managed customer expectations in previous roles. This will help us see your fit for the position!
Demonstrate Your Problem-Solving Skills: The CRM role involves coordinating complex issues and finding solutions. In your application, mention instances where you've successfully navigated challenges or resolved customer complaints. Show us how you think critically and act decisively!
Keep It Professional Yet Personal: While we want to see your professional side, don’t forget to let your personality shine through! A touch of warmth and authenticity can go a long way in making your application stand out. Remember, we’re all about building relationships here at StudySmarter!
How to prepare for a job interview at JLA Limited
✨Know Your Customer Journey
Before the interview, take some time to understand the customer journey and how a CRM fits into it. Familiarise yourself with common customer pain points and think about how you would address them. This will show your potential employer that you’re proactive and ready to tackle complex issues.
✨Showcase Your Communication Skills
As a CRM, clear communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially during challenging situations. Be ready to demonstrate your ability to manage expectations and provide updates, as this is crucial for building trust.
✨Highlight Your Problem-Solving Abilities
Think of specific instances where you've successfully resolved complex customer issues. Be prepared to discuss your approach to root cause analysis and how you’ve implemented preventative measures. This will illustrate your analytical skills and your commitment to improving customer experience.
✨Understand the Business Landscape
Research the company’s products, services, and market position. Being aware of their customer lifecycle and commercial awareness will help you align your answers with their goals. Show that you can contribute to retention and renewal strategies by understanding the bigger picture.