Job Description

Welcome to Breakthrough Communications - could YOU be our next Customer Relationship Manager?

We're looking for someone who thrives on building relationships, is able to deliver outstanding customer service and experiences, and can spot opportunities to make things even better for our customers.

At Breakthrough Communications, we support parish and town councils across the country to communicate effectively, engage their communities and stay compliant.

This role is all about making sure our existing council customers feel supported, understood and valued - and ensuring they get the very best out of the services they already use.

You'll be their trusted point of contact, triaging advice requests for our customers, supporting the smooth running of our training events, and looking out for ways we can help our customers even more.

You'll also handle general enquiries and requests, responding quickly and helpfully so everyone gets the information and support they need.

This is not a "hard sales" role - it's about relationships, service and thoughtful solutions that help councils achieve their goals.

About you

:

You love talking to people and building genuine relationships. You take pride in solving problems and following things through to make sure nothing slips through the cracks.. You're quick to respond and follow up so no one is left waiting. You can spot opportunities and act on them, always putting the customer's needs first. You're confident using digital tools (we're also increasingly using AI to improve the way we deliver for our customers). You're super organised, adaptable and comfortable balancing multiple priorities. You listen carefully and ask great questions, so you truly understand what customers need (even when they're not sure themselves).

The purpose of this role

Build trusted relationships with our existing customers, deliver exceptional service, and identify opportunities to help them achieve more through our support and expertise.

Your mission in this role

As our new Customer Relationship Manager, you will be the trusted point of contact for our customers, ensuring they feel supported, informed, and understood. Your mission is to nurture strong, lasting relationships built on trust and responsiveness, while keeping a keen eye on where we can add further value to their work.

By listening to them closely, spotting opportunities, and offering thoughtful solutions, you will help our customers succeed and, in doing so, contribute to the growth and impact of Breakthrough Communications. This is a service-first role where soft, relationship-driven sales come naturally from delivering genuine value and outstanding customer service.

Core responsibilities in this role:

Build and maintain strong relationships with our existing council customers, acting as their trusted point of contact. Ensure councils get maximum value from the services they already use, including our subscription services, advisory support service, and the resources we create for them. Manage and respond to customer service requests quickly and effectively, including queries via email, phone and our online chat system. Support the smooth running of our training programmes, including managing bookings and following up with attendees. Handle and prioritise requests for our advisory service, ensuring councils receive timely and helpful responses. Proactively identify opportunities to introduce additional services or solutions that would help councils achieve their goals. Spot patterns, trends, or recurring issues and share insights with the wider team to improve our services. Maintain accurate and up?to?date records of customer interactions and follow?up actions. Work collaboratively with colleagues to deliver a positive experience for our customers at every point of contact. Embrace and be transparent about our use of AI to respond more quickly to customer requests, ensuring human follow?up where appropriate.
Job Types: Full-time, Permanent

Pay: 26,000.00-32,000.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company pension Free parking Sick pay
Work Location: In person