Customer Relationship Manager

Our well-established national business, with a strong reputation for innovation, is looking for a Customer Relationship Manager to join its dynamic team based in Quedgeley. The company prides itself on a culture built around integrity, collaboration, innovation and excellence.This is a pivotal role focused on protecting and strengthening customer relationships. The successful candidate will take ownership of customers at risk of leaving, working proactively to resolve service issues, rebuild confidence and maximise customer retention. Working closely with internal teams, you''ll drive effective service recovery plans while identifying opportunities to improve the overall customer experience.This is an excellent opportunity for someone who thrives on building relationships, solving problems and influencing positive outcomes. You will be a confident communicator with strong negotiation and objection-handling skills, commercial awareness, and the ability to remain calm under pressure.Key Responsibilities:Act as the main point of contact for customers at risk of cancelling their contracts.Build strong relationships with customers to understand concerns and restore confidence in the service.Investigate issues, identify root causes and implement effective service recovery plans.Work collaboratively with internal teams to improve service delivery and customer satisfaction.Maintain regular communication throughout the recovery process, ensuring commitments are met.Monitor service ..... full job details .....