Customer Relationship Manager
£30,000–£32,000 depending on experience
Full-time | Permanent | Office-based | Stockbridge, Hampshire
Customer Service | Relationship Management | Account Management
Are you an experienced customer service, account management or relationship management professional who genuinely enjoys building strong relationships and delivering an exceptional customer experience?
Access Care is looking for a warm, capable and highly organised Customer Relationship Manager to join our established, family-run business in Stockbridge.
You'll manage your own portfolio of professional live-in carers, becoming their principal point of contact and building trusted, long-term relationships with them. This is a busy, people-focused role combining outstanding customer service, proactive relationship and portfolio management, problem-solving and excellent organisation.
You do not need previous experience in the care sector. We're much more interested in your ability to build relationships, communicate brilliantly, manage a busy portfolio and take genuine ownership of the customer experience.
If you've worked in customer service, account management, recruitment, hospitality, property, professional services or another relationship-led environment, we'd love to hear from you.
The Role
As our Customer Relationship Manager, you'll take ownership of a portfolio of professional live-in carers and ensure they receive an exceptional, responsive and highly personal service throughout their relationship with Access Care.
Your responsibilities will include:
- Building and maintaining trusted, long-term relationships with your portfolio.
- Acting as the principal point of contact for the professional carers you represent.
- Delivering exceptional customer service by telephone and email.
- Proactively managing communication, follow-up, engagement and availability.
- Understanding each carer's experience, preferences and availability so they can be considered for suitable opportunities.
- Handling sensitive or complex conversations with confidence, empathy and professionalism.
- Solving problems calmly and taking ownership through to resolution.
- Contributing to excellent carer satisfaction, engagement, retention and utilisation.
- Working closely with colleagues to achieve high-quality introductions between carers and clients.
- Coordinating smooth carer changeovers and assisting with emergency cover when required.
- Maintaining accurate records, administration and timely communication.
- Identifying opportunities to continually improve the customer experience and the way we work.
About You
You'll be someone who genuinely enjoys working with people and takes pride in delivering excellent service.
You'll ideally bring:
- Proven experience in customer service, customer relationship management, account management, recruitment, hospitality, property, professional services or another relationship-led role.
- Experience managing customer, client, candidate or account relationships.
- A strong customer service background and genuine commitment to delivering an exceptional experience.
- Excellent telephone manner and outstanding written and verbal communication skills.
- Strong relationship-building and interpersonal skills.
- Confidence handling sensitive, challenging or complex conversations professionally.
- Strong problem-solving skills and sound judgement.
- Excellent organisation, administration and time management.
- The ability to manage multiple priorities whilst maintaining excellent attention to detail.
- A proactive approach to communication and follow-up.
- Confidence using CRM or other customer management systems.
- Strong general IT skills.
Experience managing your own portfolio, caseload or group of customers would be advantageous.
Previous care-sector experience is not required. Full training in Access Care, live-in care and the way we work will be provided.
Why Access Care?
Access Care is an independent, family-run business that has been introducing exceptional professional live-in carers to private households across the UK since 1994.
For more than thirty years, we've built our reputation on exceptional personal service, trusted relationships and doing things properly.
We're ambitious without losing our kindness, professional without losing our personality and proud to have created a working environment where people are trusted to take ownership and encouraged to contribute ideas.
Salary & Benefits
£30,000–£32,000 depending on experience
You'll also receive:
- 31 days' holiday each year, inclusive of Bank Holidays and an extra day off for your birthday, increasing to 34 days with length of service.
- Complimentary Lifestyle Card membership, providing access to thousands of discounts.
- 30% staff discount at O&P Stockbridge.
- 30% Friends & Family discount on Access Care agency fees.
- Company pension scheme, subject to eligibility.
- Ongoing training and professional development.
- Genuine opportunities for career progression.
- Free parking close to the office.
- Uniform provided.
- Team socials and company events.
- A beautiful working environment in the heart of Stockbridge.
Location & Hours
This is a full-time, permanent, office-based position at The Old Police House in the centre of Stockbridge, Hampshire.
Hours: Monday to Friday, 9.00am–5.00pm.
The role also includes participation in our shared out-of-hours telephone rota, typically one week in every 8–12 weeks.
How to Apply
If you're an experienced customer service or relationship management professional looking for a role where great communication, strong relationships and exceptional service genuinely matter, we'd love to hear from you.
Please apply with your CV and a covering letter telling us:
- Why this role appeals to you.
- Why you believe you'd be a great fit for Access Care.
- What experience and qualities you would bring to our team.
We'd also love to hear about a time when you built a relationship that made a genuine difference to someone. It could have been a customer, client, candidate, colleague or anyone else.
Applications close on Monday 31 August 2026. We review applications as they are received and may begin interviewing before the closing date.
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Free parking
- Store discount
Ability to commute/relocate:
- Stockbridge, Hampshire: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience managing ongoing relationships with a portfolio of customers, clients, candidates or accounts?
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
