Customer Relationship Manager

Ripponden (HX6 4AJ) | £28,000-£32,000 | Full‑time | Office‑based | 8:30-5:00, Mon-Fri

A UK leading provider of critical equipment services is recruiting a Customer Relationship Manager to join their Care & Resolution team. This role provides consistent ownership of the customer experience, particularly where issues are complex, long‑running or high‑impact. You'll act as the customer's primary point of contact, ensuring clear communication, coordinated resolution and fair outcomes.

• Customer ownership: Act as the main contact for customers, delivering clear, proactive communication.

• Complex case coordination: Drive progress on multi‑step issues across Operations, Finance, Sales and other teams.

• Root cause insight: Identify trends, lead structured analysis and provide evidence‑based feedback to improve processes.

• Retention support: Monitor customer sentiment and work with Sales and Customer Success on renewals and risk.

• Customer enablement: Deliver portal walkthroughs, encourage digital adoption and reduce avoidable queries.

• Governance & quality: Maintain accurate records and ensure all communication meets professional standards.

Essential

• Experience in customer relationship management, account management or complex customer support

• Excellent written and verbal communication

• Strong organisation, judgement and attention to detail

• Ability to influence and coordinate across teams

Desirable

• Experience in contract‑based or regulated environments

• Commercial awareness and understanding of customer lifecycle value

• Experience with root cause analysis or service improvement

• Familiarity with CRM or case management systems

• Proactive, accountable and calm under pressure

• Detail‑focused with strong problem‑solving ability

• Collaborative and relationship‑driven

• Improved customer confidence and experience

• Reduced repeat queries

• Stronger insight into systemic issues

• Better support for retention and cash collection

If you're interested, please send your CV and a short introduction to (url removed), or call (phone number removed).

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.