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Client Relationship Manager



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£35,000 - £40,000 per annum



Barnie Morton

Job Type:                               Permanent/full time

Location:                                Maidenhead (with requirement to travel to client sites)

Reporting to:                         Lead Client Relationship Manager


Overall Role Objective:       

As a CRM you are the primary interface between the client and Network Rail, acting as the point of escalation for your team. You will be responsible for developing successful day to day working relationships with all key stakeholders internally and externally, ensuring optimum levels of customer service and best practice at all times. You will take responsibility for the retention, development and growth of the Network Rail account through client management and opportunity evaluation.


Key Relationships:              


External:        Key Stakeholders across Procurement, Finance, HR and the whole hiring community within and target client base, Technology Partner (VMS), Key Agency Suppliers and Interim workforce within Network Rail.


Internal:          Employee Excellence, Client Senior Management Team, Client NR wider team, Supplier Engagement, Implementation & Transition Team, Client Resourcing, Business Support Services, Finance and Billing and CRM Team.



Duties & Responsibilities:



  • Understand and act congruently with the Client culture, taking an active role in leading the account from a CRM perspective.
  • To be a flexible team player within the CRM Team, developing strong internal relationships and assisting colleagues as and when necessary.
  • Manage the CRM Team.
  • Ensure that excellent customer service and continuous service improvement are at the heart of all activity.
  • Continually promote the client both internally and externally as the single route for professional and specialist contract interim sourcing for NR.Client initiatives, strategies and relationships:
  • To work closely on assisting/leading implementation of Client within NR to tight time scales, maximising upon all business opportunities thereafter.
  • To own the day-to-day relationships with all key client stakeholders.
  • To arrange and attend new and existing relationship meetings with the hiring managers, procurement and any other key stakeholders to define, plan and agree approaches to contract recruitment.
  • Attend hirer meetings, advising of any difficult or problematic issues to their recruitment, managing client expectations on delivery and offer best practice solutions.
  • To work closely with NR to build and maintain a profile of their business areas and recruitment needs, updating relationship maps continually.
  • To organise regular client reviews to discuss service, producing management information relating to recruitment activity and performance against framework SLAs.
  • To be responsible for educating managers and interim population on the Client service and appropriate Client contacts and provide client training on the recruitment process.
  • Successfully handle contentious situations with client/interim, whilst adhering to framework KPIs on complaint handling/resolution. Escalating issues to the Account Director when appropriate.
  • To alert the Lead CRM and Account Director to any potential initiatives, strategies, developments, issues and/or obstacles that may affect the Client Teams service delivery.
  • Provide the client with up-to-date information and advice on current or impending legislation.Process, reporting, MI and technology:
  • Ensure the delivery of service to SLAs.
  • Ensure all necessary Management Information is provided to NR in line with the monthly and quarterly timetable, as required, and that the appropriate checks are in place to ensure accuracy and relevance.Supporting the wider Client team:
  • To be a point of escalation for the Client Team relating to client issues ensuring compliance at all times.
  • Be available to deal with interim queries as and when required, escalating issues to appropriate team(s).
  • Work closely with the Supply Chain Team to ensure all client and interim issues are dealt with swiftly and effectively. Compliance/legislation:
  • To keep abreast of all legislative obligations and ensure procedures are implemented and adhered to.Financial:
  • To contribute to achievement of the business plan figures.
  • Wherever possible - identify growth areas within NR, providing solutions for the Client to maximise revenue potential.
  • Identify any areas of contract leakage or conflicting contractual arrangements in place, bringing it to the attention of the Account Director (AD) and taking the appropriate action necessary to minimise the potential risk to the client.
  • Work closely with CRM Team on initiatives to improve account profitability.Governance:
    • To work with the CRM Team to produce client specific MI and ensure it is delivered in a timely fashion.
    • Assist the AD to prepare, deliver and lead on monthly and quarterly review meetings with CBs, reporting on and demonstrating continuous improvement in the performance of the framework.
  • To participate, contribute in weekly, monthly CRM team meetings.Person Specification:Experience/Skills:


  • Essential:
  • Track record of working closely with various clients.
  • Experience of providing high levels of customer service across multiple clients.
  • Experience of building relationships and influencing key senior stakeholders.
  • Excellent written and verbal communication skills.
  • Experience working to tight deadlines in a fast-moving environment.
  • Customer-focused and professional individual with the ability to absorb complex information quickly.
  • Organised, methodical with strong attention to detail.
  • Self-motivated team player with the ability to work autonomously when required.
  • Experience of managing change with both internal teams and clients.
  • Highly responsive with ability to absorb information quickly.


  • Strong and proven recruitment experience working on a Managed Service contract.
  • Experience of implementation.
  • A credible and professional manager with an engaging style.
  • Strong decision-making skills with a focus on excellent customer service, delivery and staff management at all times.

Core Competencies:

  • Influencing and negotiating
  • Commercial awareness
  • Decision making
  • Initiative
  • Client management
  • Coaching and developing people





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Pay Rates

Please note: Rates are correct at time of posting and are an approximate indication only. Rates are subject to change

Pay Rates

Please note: Rates are correct at time of posting and are an approximate indication only. Rates are subject to change