Join an energetic and growing business

Customer Manager

[£35,000 – £45,000 per annum]

The Role

You’ll be responsible for leading the customer team and ensuring our clients are managed professionally, consistently, and to a high standard from onboarding through to ongoing account management.

You’ll manage a team of customer account managers, keeping them focused, accountable, and delivering quality work every day.

This is a hands-on leadership role. You’ll stay close to the detail from account reviews to invoicing while also driving pace, standards, and a strong team culture.

You’ll work closely with the Compliance Manager, Resource Manager, and our partners to ensure a joined-up, seamless customer experience.

You’ll also play a key role in retaining customers, increasing lifetime value, and strengthening how we operate as a business.

Location

Your normal place of work will be Quay Corner, Church Bank, Jarrow, Tyne and Wear, NE32 3HH. You may be expected to visit other geographical locations at the discretion of your job role or the management team. We will provide you where possible the means of travel arrangements in assistance.

Hours of work

Your normal working will be 37.5 hours within our operating hours of  8:00 to 17:00 Monday to Thursday and 8:00 to 16:00 on a Friday (37.5 hours per week), including a 30-minute lunch break which is unpaid each day.

Travel Requirements

Some travelling within the UK may be necessary for the performance of your duties.

What You’ll Be Doing

• Leading and managing the customer account team on a day-to-day basis
• Setting clear expectations and holding the team accountable for performance and behaviour
• Ensuring customer account reviews are completed on time and to a consistently high standard
• Building strong, professional relationships with clients and key stakeholders
• Making sure customers understand their requirements and are supported to meet them
• Driving customer retention and identifying opportunities to increase lifetime value
• Owning team targets and contributing to overall business growth
• Overseeing invoicing to ensure accuracy, consistency, and timeliness
• Maintaining clear oversight of customer activity, deadlines, and pipeline
• Working closely with Resource and Compliance to ensure smooth, joined-up delivery
• Managing relationships with partners and channels to ensure a consistent service
• Handling issues and escalations quickly and confidently — taking ownership throughout
• Identifying and implementing improvements to the customer journey and internal processes

Skills, Knowledge and Qualifications

Essential

• Proven experience leading and developing a customer-focused team
• Strong people management skills, including handling performance issues and difficult conversations
• Excellent communication skills which means clear, confident, and professional with both customers and colleagues
• Commercial awareness, with an understanding of customer retention and lifetime value
• Highly organised, with the ability to manage multiple priorities and deadlines effectively
• Strong attention to detail, particularly around account management and invoicing
• Ability to work at pace while maintaining high standards
• Confident using systems and managing customer data, activity, and pipelines
• Problem-solving mindset and able to identify issues quickly and take ownership of resolution
• Experience working in a regulated, compliance, or service-driven environment (desirable but not essential)
• GCSEs (or equivalent) in English and Maths; further qualifications in business, management, or customer service are advantageous

What We’re Looking For

• Proven experience leading a customer-focused team in a fast-paced environment
• Strong leadership presence — able to manage performance and address issues directly
• Excellent relationship management skills — confident, credible, and professional
• Commercial awareness — understands retention, growth, and customer value
• Highly organised with the ability to manage multiple priorities effectively
• Proactive and solutions-focused — takes ownership rather than waiting for direction
• Comfortable operating both strategically and in the detail
• Resilient and able to perform under pressure without losing standards

How You’ll Work

• You’ll lead from the front — visible, consistent, and clear
• You’ll set the tone for behaviour, standards, and accountability
• You’ll bring energy and focus, creating a positive but performance-driven environment
• You’ll address issues early and directly, not allow them to drift
• You’ll keep things simple, practical, and focused on outcomes
• You’ll collaborate closely with the wider team to deliver the best result for customers
• You’ll constantly look for ways to improve how we work and raise the bar

What Success Looks Like

• Customers are retained, engaged, and well managed
• Customer lifetime value is increasing
• Team targets are consistently met or exceeded
• Account reviews are completed on time and to a high standard
• Invoicing is accurate and issued without delay
• The team is structured, accountable, and performing consistently
• Strong, professional relationships with partners and channels
• Issues are dealt with early, with no escalation required
• Customers stay, grow, and actively recommend us

To apply, please send a copy of your CV and a covering letter to why you believe you would be a great asset to our business to hello@simplycertification.co.uk