Job Description
Permanent Full-time
Location: Hybrid/Remote with travel Sale, Manchester, UK
Reports to: Customer Relationship Team Manager
Salary: £35,000
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 Lead 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
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Own and manage a portfolio of key accounts, acting as the primary relationship contact and ensuring customers receive a consistently high standard of service.
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Develop strong, trusted relationships with key stakeholders, understanding each accounts business needs, objectives, challenges, and growth plans.
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Create and maintain account plans for key customers, including objectives, engagement activity, risks, opportunities, and agreed actions.
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Monitor annual spend and account performance to ensure it aligns with set targets, identifying retention risks and opportunities for growth.
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Proactively secure and lead regular account reviews and check-ins, using these meetings to review performance, gather feedback, agree actions, and strengthen relationships.
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Use customer data to monitor account health, engagement, usage, satisfaction, and potential signs of decline, taking early action to protect retention.
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Ensure customers use the correct support channels while acting as a senior point of escalation for key accounts, ensuring issues are resolved promptly, effectively, and with clear communication.
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Coordinate with internal teams to resolve complex customer issues, manage expectations, and deliver an excellent end-to-end customer experience.
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Represent the voice of key accounts internally, sharing customer feedback, recurring themes, risks, and improvement opportunities with relevant teams.
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Identify, qualify, and log potential upsell or cross-sell opportunities during account interactions, passing these to the Business Development team and supporting conversion where required.
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Support the onboarding, training, and early engagement of new key accounts to ensure a smooth transition and adoption of TQUK products and services.
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Maintain accurate, timely, and complete records of account activity, meetings, actions, feedback, risks, and opportunities within the CRM.
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Deliver bespoke webinars, demonstrations, and account-specific training to customers.
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Contribute to the development of customer relationship management processes, account-management resources, service standards, and best practice.
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Work towards agreed retention, engagement, account-review, customer-satisfaction, and growth targets.
Other Responsibilities
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Maintain in-depth knowledge of TQUK products and services, competitors, and the awarding and end-point assessment industry.
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Maintain a strong understanding of regulatory requirements relevant to your area of work across awarding and end-point assessment.
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Undertake additional duties within your skill set to support the smooth running of the business.
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Champion the organisations values and model positive behaviours to the wider team.
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Support the wider Customer Service department as needed.
Key Requirements
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Strong relationship-building and communication skills.
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A proactive, problem-solving mindset with a focus on customer satisfaction.
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Ability to manage multiple accounts and priorities effectively.
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Collaborative and team-oriented, with a willingness to work cross-functionally.
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High attention to detail and a commitment to delivering excellent customer service.
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Exceptional communication and presentation skills, with the ability to influence and build relationships quickly with key stakeholders.
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Analytical mindset with the ability to gather and interpret market data and trends.
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Excellent organisational and time management skills, with the ability to prioritise and multitask effectively.
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Experience in customer service, account management, or client services, ideally within education, training, or a service-led industry.
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Proficiency with document management software, collaboration tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
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Full UK driving licence.
Key Characteristics
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Excellent organisation and attention to detail.
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Confident, energetic, ambitious, and driven, with a strong can do, will do attitude.
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Self-motivated, enthusiastic, and able to work on your own initiative.
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Results-driven with a strong focus on targets and achievement.
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A strong team player.
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Skilled and confident communicator with the ability to negotiate when required.
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Excellent verbal and written communication skills.
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Confident in delivering webinars, presentations, and demonstrations to large audiences.
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Adaptable and resilient in a dynamic, evolving environment.
Key Benefits
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Training, Qualifications & Apprenticeships. Its what we do!
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Company sick pay upon completion of probation.
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25 days annual leave plus 8 days Bank Holiday (33 in total).
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Additional annual leave day each year, after 2 years of continuous service (up to 28 days).
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An extra day off to celebrate your birthday.
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Annual Loyalty Bonus.
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Annual salary review.
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Bupa healthcare benefits.
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Employee Assistance Programme (EAP)
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NEST pension.
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Cycle-to-work scheme.
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A positive and supportive working environment.
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Comprehensive onboarding.
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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.*
