Access Care
Customer Relationship Manager
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Customer Relationship Manager
£30,000–£32,000 depending on experience
Full-time | Permanent | Office-based | Stockbridge, Hampshire
Build relationships. Deliver exceptional service. Make a difference.
Access Care is looking for an experienced Customer Relationship Manager to join our established, family-run business in Stockbridge.
You'll manage your own portfolio of professional live-in carers, becoming their principal point of contact and building trusted, long-term relationships with them.
This is a busy, people-focused role combining exceptional customer service, relationship and portfolio management, problem-solving and excellent organisation. You'll take genuine ownership of the experience of the professional carers you represent, ensuring communication is proactive, personal and consistently excellent.
You do not need previous experience in the care sector. We're much more interested in your ability to build relationships, communicate brilliantly, manage a busy portfolio and deliver an exceptional customer experience.
If you've worked in customer service, account management, relationship management, recruitment, hospitality, property, professional services or another relationship-led environment, we'd love to hear from you.
What you'll be doing
- Managing your own portfolio of professional live-in carers.
- Becoming their principal point of contact throughout their relationship with Access Care.
- Building and maintaining trusted, long-term professional relationships.
- Delivering exceptional customer service by telephone and email.
- Proactively managing communication, follow-up, engagement and availability.
- Understanding each carer's experience, preferences and availability so they can be considered for suitable opportunities.
- Handling sensitive or complex conversations with confidence, empathy and professionalism.
- Solving problems calmly and taking ownership through to resolution.
- Contributing to excellent carer satisfaction, engagement, retention and utilisation.
- Working closely with colleagues to achieve high-quality introductions between carers and clients.
- Coordinating smooth carer changeovers and assisting with emergency cover when required.
- Maintaining accurate CRM records, administration and timely communication.
- Identifying opportunities to continually improve the customer experience and the way we work.
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About you
We're looking for someone who genuinely enjoys working with people and takes pride in delivering an exceptional service.
You'll ideally bring:
- At least two years' experience in customer service, account management, relationship management, recruitment or another customer-facing role.
- Experience managing ongoing customer, client, candidate or account relationships.
- A strong customer service background and genuine commitment to delivering an exceptional experience.
- Excellent telephone manner and outstanding written and verbal communication skills.
- Strong relationship-building and interpersonal skills.
- Confidence handling sensitive, challenging or complex conversations professionally.
- Strong problem-solving skills and sound judgement.
- Excellent organisation, administration and time management.
- The ability to manage multiple priorities whilst maintaining excellent attention to detail.
- A proactive approach to communication and follow-up.
- Confidence using CRM or other customer management systems.
- Strong general IT skills.
- Experience managing your own portfolio, caseload or group of customers would be advantageous.
Previous care-sector experience is not required. Full training in Access Care, live-in care and the way we work will be provided.
Why Access Care?
Access Care is an independent, family-run business that has been introducing exceptional professional live-in carers to private households across the UK since 1994.
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For more than thirty years, we've built our reputation on exceptional personal service, trusted relationships and doing things properly.
We're ambitious without losing our kindness, professional without losing our personality, and proud to have created a working environment where people are trusted to take ownership and encouraged to contribute ideas.
Salary & benefits
£30,000–£32,000 depending on experience
You'll also receive 31 days' holiday each year, inclusive of Bank Holidays and an extra day off for your birthday, increasing to 34 days with length of service.
Benefits also include complimentary Lifestyle Card membership; 30% staff discount at O&P Stockbridge; 30% Friends & Family discount on Access Care agency fees; company pension subject to eligibility; ongoing training and professional development; genuine opportunities for career progression; free parking; uniform; and team socials and company events.
Location & hours
This is a full-time, permanent, office-based position at The Old Police House in the centre of Stockbridge, Hampshire.
Monday to Friday, 9.00am–5.00pm.
The role also includes participation in our shared out-of-hours telephone rota, typically one week in every 8–12 weeks.
How to apply
Please apply with your CV and a covering letter telling us why this role appeals to you, why you believe you'd be a great fit for Access Care, and the experience and qualities you would bring to our team.
We'd also love to hear about a time when you built a relationship that made a genuine difference to a customer, client, candidate or colleague.
Applications close Monday 31 August 2026. We review applications as they are received and may begin interviewing before the closing date.
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