Customer Relationship Team Manager

Permanent Full-time Location: Remote with travel, UK

Reports to: Head of Operational Services

Salary: £50,000 + Commission

Line management responsibilities: Yes

Overview

Training Qualifications UK is a leading Awarding and End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners. As the Customer Relationship Team Manager, you will play a pivotal role in leading our Customer Relationship Management (CRMs). You will oversee a team dedicated to nurturing strong, long-lasting relationships with our existing customers, ensuring they receive exceptional service and continue to gain meaningful value from our products and services. This is a management role focused on service excellence rather than sales.

Key Responsibilities

• Lead and support the team to build strong, long-term customer relationships that drive retention, satisfaction and sustained engagement.
• Act as the visible leader of the Customer Relationship Team, actively engaging with key customers and strengthening trust in the service.
• Ensure the team delivers the required volume and quality of customer calls, reviews and check-ins, maintaining consistently high service standards.
• Oversee the use of CRM data to track customer trends, behaviours and risks, ensuring the team takes proactive action when engagement declines.
• Monitor annual spend across accounts and ensure team activity aligns with customer targets and retention goals.
• Act as the escalation point for complex customer issues, supporting the team to resolve matters quickly and professionally.
• Ensure follow-up actions are completed promptly and consistently across all accounts.
• Provide coaching, feedback and call audits to develop team capability and improve account management quality.
• Ensure the team has the tools, systems, training and resources needed to deliver an excellent customer experience.
• Oversee system performance to ensure KPIs, call activity and customer engagement can be tracked accurately.
• Support the team in managing customer onboarding and training to ensure a smooth start and strong early adoption.
• Ensure accurate, up-to-date customer records, insights and interactions are maintained in the CRM.
• Guide the team to identify and record upsell or cross-sell opportunities and pass these to Business Development.
• Ensure the team collaborates effectively with internal departments to resolve issues and enhance the customer experience, stepping in where needed.
• Oversee delivery of webinars, demonstrations and tailored customer sessions.
• Represent the voice of the customer across the business, ensuring their needs, challenges and feedback inform wider improvements.
• Contribute to the development and continual improvement of customer service processes, resources and best practices.

Other Responsibilities

• Hold monthly 1:1s and regular performance reviews to support development and maintain high standards.
• Hold daily huddles to set drive performance and understand support needs.
• Complete routine audits of team work to ensure quality, accuracy and consistency.
• Continually review and refine processes, ensuring the team make full and effective use of systems and tools.
• Lead daily huddles to set priorities, share feedback and support the team with immediate needs.
• Deliver training, coaching and upskilling to develop team capability.
• Demonstrate strong digital and systems competence, quickly learning and embedding new tools in a fast-paced environment.
• Support change management by helping the team adopt new processes and ways of working.
• Build reports and analyse data to identify trends, risks and opportunities.
• Maintain an understanding of internal processes, the customer journey, TQUK products/services and the wider EPA/awarding landscape.
• Ensure awareness of regulatory requirements relevant to the team’s work.
• Carry out additional duties as required to support the smooth running of the business.
• Champion organisational values and support the wider Customer Service department when needed.

Key Requirements

• Proven experience in customer service, account management or client services, ideally within education, training or a service-led environment.
• Strong leadership skills with the ability to coach, motivate and develop a team, ensuring consistent delivery of high-quality customer engagement.
• Confident communicator, able to engage a wide audience and represent the Customer Relationship Team across the business.
• Highly capable of multitasking and managing day-to-day team needs while maintaining a strong focus on process improvement and operational efficiency.
• Skilled at identifying process gaps and leading improvements, including supporting system changes and embedding new ways of working.
• Data-driven mindset with the ability to interpret customer trends, performance metrics and market insights to inform team actions and decisions.
• Excellent organisational and time management skills, able to prioritise effectively in a fast-paced environment.
• High attention to detail with a strong commitment to customer satisfaction and service excellence.
• Strong communication and presentation skills, with the ability to influence and build credibility quickly with internal and external stakeholders.
• Confident with digital tools and systems, able to quickly learn and adopt new technology and workflows.
• Proficient in Microsoft Office and collaboration tools.
• Full UK driving licence.

Key Benefits

• Company sick pay upon completion of probation.
• 25 days annual leave plus 8 days Bank Holiday (33 in total).
• Additional annual leave day each year, after 2 years of continuous service (up to 28 days).
• An extra day off to celebrate your birthday.
• Annual Loyalty Bonus.
• Annual salary review.
• Bupa healthcare benefits.
• Employee Assistance Programme (EAP).
• NEST pension.
• Cycle-to-work scheme.
• A positive and supportive working environment.
• Comprehensive onboarding.
• A workplace that supports a healthy work/life balance.

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*