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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, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career advancement.
- 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)
- Knowledge, skills and experience
- 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 in Ripponden 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 in Ripponden
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on a Customer Relationship Manager role 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 and be ready to share examples from your past experiences that showcase your skills.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, as a CRM, you'll need to build trust and maintain relationships, so let your personality shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Relationship Manager (CRM) x4 in Ripponden
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!
Highlight Your Customer Experience: Share specific examples of your experience in customer relationship management or support. We love seeing how you've built trust and handled complex issues in the past. Make it relatable and relevant to the role!
Be Detail-Oriented: Attention to detail is key in this role. Ensure your application is free from typos and errors. We appreciate a polished application that shows you care about quality and professionalism.
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’s super easy to do!
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 can impact 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 take ownership of customer relationships.
✨Showcase Your Communication Skills
As a CRM, clear communication is key. Prepare examples from your past experiences where you successfully managed complex customer issues through effective communication. Be ready to demonstrate how you keep customers informed and manage their expectations throughout the resolution process.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you’ve tackled complex problems or resolved customer complaints. Highlight your approach to root cause analysis and how you’ve implemented preventative measures in the past. This will illustrate your ability to not only resolve issues but also improve processes.
✨Understand the Business Landscape
Familiarise yourself with the company’s products, services, and market position. Show that you have a grasp of commercial awareness and how customer relationships contribute to overall business success. This knowledge will help you discuss how you can support retention and renewal activities effectively.