Training Quaifications UK - Customer Relationship Team Manager

About the role

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. What's the secret to our success? Simply put, we do things differently here! As the Customer Relationship Team Manager, you will play a pivotal role in leading our Customer Relationship Management (CRMs). You will oversee a team dedicated to nurturing strong, long lasting relationships with our existing customers, ensuring they receive exceptional service and continue to gain meaningful value from our products and services. This is a management role focused on service excellence rather than sales. You will act as a strategic partner to our customers, guiding your team to proactively support them throughout all aspects of the customer journey. Your direction will shape how we manage customer relationships, resolve issues, and build trust across our customer base. You'll work closely with the Business Development team and other internal stakeholders to share insights gathered through regular account reviews, helping to identify growth opportunities, contributing to wider business strategy. Ensuring high levels of customer engagement, monitoring service standards, and embedding a culture of continuous improvement will be at the heart of your responsibilities. As the manager of the department, you will also be accountable for team performance, workflow management, coaching, and the successful delivery of CRMS objectives. Please note, this role requires occasional travel to customer sites.

Responsibilities

• Lead and support the team to build strong, long term customer relationships that drive retention, satisfaction and sustained engagement.
• Act as the visible leader of the Customer Relationship Team, actively engaging with key customers and strengthening trust in the service.
• Ensure the team delivers the required volume and quality of customer calls, reviews and check-ins, maintaining consistently high service standards.
• Oversee the use of CRM data to track customer trends, behaviours and risks, ensuring the team takes proactive action when engagement declines.
• Monitor annual spend across accounts and ensure team activity aligns with customer targets and retention goals.
• Act as the escalation point for complex customer issues, supporting the team to resolve matters quickly and professionally.
• Ensure follow-up actions are completed promptly and consistently across all accounts.
• Provide coaching, feedback and call audits to develop team capability and improve account management quality.
• Ensure the team has the tools, systems, training and resources needed to deliver an excellent customer experience.
• Oversee system performance to ensure KPIs, call activity and customer engagement can be tracked accurately.
• Support the team in managing customer onboarding and training to ensure a smooth start and strong early adoption.
• Ensure accurate, up to date customer records, insights and interactions are maintained in the CRM.
• Guide the team to identify and record upsell or cross sell opportunities and pass these to Business Development.
• Ensure the team collaborates effectively with internal departments to resolve issues and enhance the customer experience, stepping in where needed.
• Oversee delivery of webinars, demonstrations and tailored customer sessions.
• Represent the voice of the customer across the business, ensuring their needs, challenges and feedback inform wider improvements.
• Contribute to the development and continual improvement of customer service processes, resources and best practices. Change management and process adaptations are part of management expectations.
• Other Responsibilities
• Hold monthly 1:1s and regular performance reviews to support development and maintainhigh standards.
• Hold daily huddles to set drive performance and understand support needs.
• Complete routine audits of team work to ensure quality, accuracy and consistency.
• Continually review and refine processes, ensuring the team make full and effective use of systems and tools.
• Lead daily huddles to set p

Benefits

Additional Information

At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK , we mark over 10 million exam papers each year and it's our people who make this happen. Job Description Permanent Full-time Location: Remote with travel, UK Reports to: Head of Operational Services Salary: £45,000 + Commission Line management responsibilities: Yes Closing Date: 03/04/2026 **Application Instructions: Please apply directly to Training Qualifications UK - [ Job Openings ] Applications submitted to AQA will be referred back to the sender** For any queries relating to this role, please contact the Training Qualifications UK directly on the following email address: recruitment@tquk.org

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