Customer Relationship Manager

Permanent Full-time

Location: Hybrid/Remote with travel, UK

Reports to: Customer Service Manager

Salary: £30,000

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.

Whats the secret to our success? Simply put, we do things differently here!

As a proactive Customer Relationship Manager, youll 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, youll act as a trusted partner, supporting customers throughout their journey and driving longterm satisfaction and success.

Youll 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

• Focus on customer retention, build and maintain strong, long-term relationships with a portfolio of customers.
• Maintain reviews of annual spend in line with set targets.
• Proactively secure regular account reviews and check-ins.
• Ensure customers use the right support channels and act as a point of contact for customer escalation, ensuring timely and effective resolution.
• Proactively use data to monitor customer health and engagement, addressing risks and decline.
• Collaborate with internal teams to resolve issues and improve the customer experience, acting promptly on feedback.
• Identify and log potential upsell or cross-sell opportunities during account calls and pass these to the Business Development Team for action.
• Support onboarding and training of new customers to ensure a smooth start and early adoption of our products and services.
• Maintain accurate and up-to-date records of customer interactions and feedback in our CRM.
• Contribute to the development of customer service processes, resources and best practices.
• Deliver bespoke webinars and demonstrations to customers.
• Represent the voice of the customer internally, advocating for their needs and feedback.

Other Responsibilities

• Developing and maintaining an understanding of TQUK internal processes, especially those related to the customer journey
• Maintaining in-depth knowledge of TQUK products and services, competitors and the awarding and end-point assessment industry overall
• Maintaining an in-depth understanding of regulatory requirements associated with own area of work across Awarding and end-point assessment
• Undertaking other duties considered within your skill and competence to assist the smooth running of the business as required
• Championing the organisation's values at all times to model behaviours to wider team staff.
• Support the wider Customer Service department as needed.

Key Requirements

• Experience in a customer service, account management, or client services role, ideally within education, training or a service-led industry
• 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
• Have an 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
• Proficient in using document management software, collaboration tools, and Microsoft Office Suite (Word, Excel, PowerPoint) Full UK Driving

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. Its what we do!
• 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 and the Christmas period.
• Annual Loyalty Bonus.
• Annual salary review.
• Bupa healthcare benefits.
• Group Income Protection
• Life Assurance
• Employee Assistance Programme (EAP)
• NEST pension.
• Cycle-to-work scheme.
• 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.*