At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most from our services.
- Company: Leading Awarding and End-Point Assessment Organisation with a unique approach.
- Benefits: Generous annual leave, healthcare benefits, and a supportive work environment.
- Other info: Hybrid/remote role with opportunities for travel and professional growth.
- Why this job: Make a real impact by enhancing customer satisfaction and driving success.
- Qualifications: Strong communication skills and experience in customer service or account management.
The predicted salary is between 35000 - 35000 £ per year.
Permanent Full-time
Location: Hybrid/Remote with travel – Sale, Manchester, UK
Reports to: Customer Relationship Team Manager
Salary: £35,000
Line management responsibilities: No
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 a proactive Lead Customer Relationship Manager, you’ll play a central role in building strong, lasting relationships with our existing customers. Your focus will be on ensuring they gain maximum value from our products and services while consistently delivering exceptional customer service. This is not a sales role; instead, you’ll act as a trusted partner, supporting customers throughout their journey and driving long‑term satisfaction and success. You’ll work closely with the Business Development team to identify growth opportunities during scheduled account reviews and share valuable insights to inform wider business strategy. Your role will be key in maintaining high levels of customer engagement, resolving issues proactively, and ensuring a smooth, consistent experience across all areas of the business. Please note: this role requires occasional travel to customer sites.
Key Responsibilities
- Own and manage a portfolio of key accounts, acting as the primary relationship contact and ensuring customers receive a consistently high standard of service.
- Develop strong, trusted relationships with key stakeholders, understanding each account’s business needs, objectives, challenges, and growth plans.
- Create and maintain account plans for key customers, including objectives, engagement activity, risks, opportunities, and agreed actions.
- Monitor annual spend and account performance to ensure it aligns with set targets, identifying retention risks and opportunities for growth.
- Proactively secure and lead regular account reviews and check-ins, using these meetings to review performance, gather feedback, agree actions, and strengthen relationships.
- Use customer data to monitor account health, engagement, usage, satisfaction, and potential signs of decline, taking early action to protect retention.
- Ensure customers use the correct support channels while acting as a senior point of escalation for key accounts, ensuring issues are resolved promptly, effectively, and with clear communication.
- Coordinate with internal teams to resolve complex customer issues, manage expectations, and deliver an excellent end-to-end customer experience.
- Represent the voice of key accounts internally, sharing customer feedback, recurring themes, risks, and improvement opportunities with relevant teams.
- Identify, qualify, and log potential upsell or cross-sell opportunities during account interactions, passing these to the Business Development team and supporting conversion where required.
- Support the onboarding, training, and early engagement of new key accounts to ensure a smooth transition and adoption of TQUK products and services.
- Maintain accurate, timely, and complete records of account activity, meetings, actions, feedback, risks, and opportunities within the CRM.
- Deliver bespoke webinars, demonstrations, and account-specific training to customers.
- Contribute to the development of customer relationship management processes, account-management resources, service standards, and best practice.
- Work towards agreed retention, engagement, account-review, customer-satisfaction, and growth targets.
Other Responsibilities
- Maintain in-depth knowledge of TQUK products and services, competitors, and the awarding and end-point assessment industry.
- Maintain a strong understanding of regulatory requirements relevant to your area of work across awarding and end-point assessment.
- Undertake additional duties within your skill set to support the smooth running of the business.
- Champion the organisation’s values and model positive behaviours to the wider team.
- Support the wider Customer Service department as needed.
Key Requirements
- Strong relationship-building and communication skills.
- A proactive, problem-solving mindset with a focus on customer satisfaction.
- Ability to manage multiple accounts and priorities effectively.
- Collaborative and team-oriented, with a willingness to work cross-functionally.
- High attention to detail and a commitment to delivering excellent customer service.
- Exceptional communication and presentation skills, with the ability to influence and build relationships quickly with key stakeholders.
- Analytical mindset with the ability to gather and interpret market data and trends.
- Excellent organisational and time management skills, with the ability to prioritise and multitask effectively.
- Experience in customer service, account management, or client services, ideally within education, training, or a service-led industry.
- Proficiency with document management software, collaboration tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
- Full UK driving licence.
Key Characteristics
- Excellent organisation and attention to detail.
- Confident, energetic, ambitious, and driven, with a strong “can do, will do” attitude.
- Self-motivated, enthusiastic, and able to work on your own initiative.
- Results-driven with a strong focus on targets and achievement.
- A strong team player.
- Skilled and confident communicator with the ability to negotiate when required.
- Excellent verbal and written communication skills.
- Confident in delivering webinars, presentations, and demonstrations to large audiences.
- Adaptable and resilient in a dynamic, evolving environment.
Key Benefits
- Training, Qualifications & Apprenticeships.
- 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.*
Contact Details:
Training Qualifications UK Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Relationship Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Training Qualifications UK. 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 Training Qualifications UK 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 Lead Customer Relationship Manager in Manchester
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 Training Qualifications UK:Your cover letter is your chance to shine! Tell us why you want to work at Training Qualifications UK 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 Training Qualifications UK!
How to prepare for a job interview at Training Qualifications UK
✨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.
