Customer Relationship Manager

About the role

Our national business is seeking a Customer Relationship Manager to protect and strengthen relationships with customers at risk of leaving. Based in Quedgeley, you will work closely with internal teams to resolve issues, rebuild confidence and maximise retention.

Key responsibilities

• Act as the main point of contact for customers at risk of cancelling their contracts.
• Build strong relationships to understand concerns and restore confidence.
• Investigate issues, identify root causes and implement service recovery plans.
• Collaborate with internal teams to improve service delivery and satisfaction.
• Maintain regular communication throughout the recovery process.
• Monitor service performance and identify trends affecting retention.
• Keep accurate records of interactions, actions and outcomes.
• Produce reports on retention performance, recurring issues and improvement opportunities.
• Share best practice with colleagues.
• Manage contract termination when retention is not achievable.

Required profile

• Previous experience in customer relationship management, retention or customer success.
• Strong relationship‑building and communication abilities.
• Confidence handling challenging conversations and resolving concerns.
• Commercial awareness with a proactive, solutions‑focused approach.
• Organised, resilient and able to prioritise in a fast‑paced environment.

Required skills

What we offer

• Flexible working Monday‑Friday, 40 hours per week with flexible start/finish.
• One day per week working from home (hybrid).
• Salary £32,000 + per year.
• 25 days annual leave plus bank holidays.
• Healthcare Cash Plan (Medicash).
• Employee Assistance Programme.