Job Description
About The Role
The B2B Strategic Customer Experience Team are the face of our business. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later.
As Customer Relationship Manager you are responsible for your own portfolio of customers. You will be the go-to contact for your customers, managing their service journey from onboarding to billing, and everything in between. The role is a mix of hands-on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.
This is an exciting opportunity to move into service management and develop your skills while working closely with both customers and internal teams to deliver exceptional results.
Core Responsibilities:
1. Own the customer journey for a portfolio of strategic business customers, ensuring timely resolution and exceptional service.
2. Build and nurture long-term relationships with key customer contacts, ensuring high satisfaction and value.
3. Collaborate with internal teams to deliver a seamless service experience.
4. Analyse account performance, identify improvements, and manage service delivery KPIs.
5. Proactively track and manage workload to deliver against regulatory r...