Client Relationship Specialist - #2177088

About the Role

We are looking for a proactive and relationship-driven Client Relationship Specialist to join our growing team at Blume. This role combines strategic planning, data analysis, and client relationship management, with a strong focus on delivering exceptional service and achieving revenue targets.

At Blume, our customers come first. For many, seeking justice is their one opportunity to make things right. Behind the scenes, this means building strong, trusted relationships with our panel of legal partners, ensuring they receive a responsive, professional, and supportive service at all times.

You’ll act as the first point of contact for panel firms, managing enquiries, resolving issues, and supporting ongoing collaboration. Success in this role comes from your ability to adapt your communication style, understand individual client needs, and build long-term partnerships that drive satisfaction, loyalty, and performance.

Key Responsibilities

• Act as the primary contact for panel firms, handling enquiries, requests, and complaints professionally and efficiently
• Build and maintain strong, long-term client relationships
• Deliver and present management information and performance data internally and externally
• Prepare and share monthly performance packs with panel members
• Conduct monthly review meetings with panel firms
• Support onboarding of new firms to the panel
• Collaborate with the Business Development team on ongoing initiatives
• Liaise with Finance to manage slot changes and support invoice processes, including aged debt follow-up
• Monitor and report on panel performance, including conversions and replacement cases
• Review replacement requests and provide clear feedback to panel firms
• Work closely with the Contact Centre to ensure SLA performance and service quality
• Escalate any quality or contractual performance concerns
• Support CRM data management and reporting
• Manage the Client Care inbox on a daily basis
• Oversee Trustpilot activity, ensuring timely and appropriate responses
• Assist Contact Centre teams with call listening and quality feedback
• Support claimant engagement, including onboarding and retention campaigns
• Attend events and represent the business in a professional, client-facing capacity

About You

This role would suit someone who is:

• Analytical and confident working with data
• Comfortable reporting and sharing insights across teams
• An excellent communicator, both written and verbal
• Passionate about building relationships and asking the right questions
• Highly motivated by delivering outstanding customer service
• A natural problem solver
• Energised by working in a sales-focused environment
• A strong team player who collaborates effectively across departments

Skills & Experience

• Proven experience in a client-facing or relationship management role
• Excellent customer service skills
• Strong organisational skills with high attention to detail
• Ability to analyse and interpret data effectively
• Proactive, self-motivated, and able to work independently
• Confident presenter with strong interpersonal skills
• Experience working with CRM systems (desirable)

What We Offer

• Flexible working arrangements, including hybrid working options
• Opportunities to attend events and engage with clients directly
• A collaborative and supportive team environment
• The chance to make a meaningful impact on client experience and outcomes
• Time off to recharge – 23 days holiday (Rising to 26 with 5 years’ service) + British bank holidays
• Wellbeing support – access to counselling, a private GP & EAP programme
• Quarterly social events – From western-themed to dry socials for Eid, we celebrate together in ways that everyone can enjoy
• Free on-site parking

If you’re passionate about client relationships, data-driven insights, and delivering exceptional service, we’d love to hear from you.