Customer Relationship Manager

About The Role Customer Relationship Manager Location: M62 (Leeds)

About the Role

We’re looking for a motivated and customer-focused Customer Relationship Manager to join our team. In this role, you’ll be responsible for developing, managing, and retaining a defined customer portfolio while maximising revenue opportunities across our Besafe products and services.

You’ll build strong relationships, ensure service excellence, and work closely with our depots, Sales teams, and Back Office Support to deliver an exceptional customer experience.

What You’ll Be Doing

Represent Besafe professionally, building positive and lasting customer relationships.

Plan your working day effectively to maximise productivity and customer engagement.

Follow retention priorities and support the wider retention strategy.

Manage renewal dates, actively participate in the renewal process, and identify new revenue opportunities.

Ensure all renewal paperwork is accurate and completed correctly.

Respond promptly to customer queries and service issues to drive satisfaction and secure renewals.

Maintain accurate customer records in line with GDPR requirements.

Manage your journey plan to ensure full customer coverage and respond quickly to any changes.

Work with the Senior CRM to provide accurate reporting on contractual KPIs.

Attend Customer Retention and Sales meetings as required.

Identify and support cross-selling opportunities across the wider PHS Group.

Submit quotations in line with Salesforce pricing, seeking approval for any deviations.

Review and maintain Service Level Agreements to ensure they meet current customer needs.

Assist with measuring and installations when required.

What We’re Looking For

Strong communication skills, both written and verbal.

Good understanding of company processes, products, and services.

Excellent time-management and organisational skills.

Self-motivated, determined, and able to work at pace.

Knowledge of the protective clothing industry and laundering processes (desirable).

Strong IT skills and confidence using databases.

Ability to interpret financial information to support target delivery.

Adaptability and a creative approach to customer management.

High level of commitment and professionalism.

Awareness of GDPR and data-handling responsibilities.

What You’ll Receive in Return

We truly value the commitment and expertise our people bring, and in return you’ll enjoy a comprehensive benefits package, including:

Base salary of £30,000.00 - £32,000.00 with OTE of £50,000.00

Company car or car allowance

Phone, laptop, and all equipment needed to work effectively from home and on the road

Pension scheme

23 days’ holiday plus bank holidays

Access to online GP for you and your family.

Accredited ILM training, along with a range of in-house and external development opportunities

Access to phs Perks, offering over £1,000 in savings and discounts

Buy and sell holiday scheme

Ongoing career development and progression opportunities

About phs Group Founded in 1963, phs Group is the leading provider of Hygiene Services across the UK, Spain, and Ireland. We support over 120,000 customers across 300,000 locations, and our portfolio has grown significantly over our 63-year history.

Our family of businesses includes: Washrooms, Healthcare, Floorcare, phs Direct, Direct 365, phs Greenleaf, Teacrate, Besafe, Wastekit, and Compliance.