Customer Success (Relationship) Manager

Salary £45,000 per annum plus annual bonus of £5,000

Benefits Pension and medical insurance

Location Hybrid, based in Swanley Kent

Hours Monday to Friday 9 -5.30 (no weekends)

The Company

The business is a long established provider of inventory, property compliance and reporting services to the UK lettings and property management sectors. Founded in 2007, it was the first in the industry to successfully build a nationwide network through a franchise model and has grown to become a recognised leader in outsourced inventory and compliance services.

They have continued to innovate by expanding their service range and by developing their own mobile data collection software which supports high volume reporting for clients. Their focus remains on efficiency, technology, accuracy and outstanding customer service. With continued growth ahead, they are now strengthening their operations leadership team.

About the role

This is a key management position reporting to the head of operations. You will play a central part in ensuring the smooth and efficient delivery of services to all national clients by working closely with franchisees, affiliates and internal teams.

The role is both people focused and process focused. You will take ownership of the client journey from onboarding through to ongoing relationship management, while also developing the performance of the customer support team. You will support the network, resolve issues quickly, maintain exceptional communication standards and ensure the business continues to deliver high quality reporting and service.

This is a role for someone extremely driven, organised, proactive, nurturing and confident under pressure, with strong leadership skills and a genuine passion for customer experience.

What you will be doing

Client and account management

• Onboarding and development of new clients
• Complaint management and swift resolution
• Ongoing management of national accounts
• Regular contact with clients for feedback and relationship growth
• Ensuring service levels are achieved with minimal complaints
• Identifying opportunities for additional services
• Ensuring client visits are completed either by you or other team members

Affiliate and network support

• Sourcing, onboarding and training affiliates where needed
• Working with the franchise network manager to introduce new reports and services
• Quality control for all affiliate reports managed by the operations team
• Liaising with team members to ensure standards are consistently met