Client Relationship Officer at Taison Group

• Experience guide three to four years of relevant business-to-business or professional-services work

Purpose

• To give every prospective client a clear, timely and well-informed route into our services, and to keep the commercial relationship in good order afterwards.

Key responsibilities

• Receive enquiries from visitors, phone, messaging, website, email and events. Establish the client's objectives, requirements, timing, budget expectations and decision process, using our intake guide.
• Create and maintain a CRM record for each unique enquiry — source, owner, status, next action — linking repeat contacts to the same enquiry rather than treating each message as a new one.
• Give a substantive first human reply within four working hours: address what is known, ask the qualifying questions that matter, and state the next step and when it will happen. Seek technical input where it is needed, and make no commitment that has not been confirmed.
• Route enquiries under our approved internal rules, escalating where those rules require it.
• Coordinate proposals: obtain technical scope, quantities, pricing and commercial input from the relevant specialists, assemble the approved proposal, track review and presentation dates, and follow up with the client.
• Apply approved pricing as issued and escalate any exception through the internal approval framework. Do not approve technical scope, pricing exceptions or delivery commitments beyond delegated authority.
• Maintain commercial contact with current and former clients across our service range, raising further support where there is a genuine client need, agreeing follow-up dates, and recording opportunities and outcomes.
• Represent the firm at agreed events and partner meetings, recording sourced enquiries and follow-up actions, and arranging cover for inbound enquiries while away.
• Keep the enquiry, response and proposal records accurate and current, and confirm them at each monthly reporting point.

Technical and commercial boundaries

• You will work alongside a named architect or other technical lead on first client meetings and specialist questions. Where there is uncertainty about a facility's classification, scope or feasibility, you identify it and refer it for technical confirmation. Making those determinations is not part of this role.
• The technical lead owns delivery and technical client communication. This role owns the commercial record, proposal follow-up and agreed client contact. The two coordinate so that a client always knows who to speak to and never receives conflicting commitments.

Operating conditions

• The firm provides a named backup, an intake guide, CRM access, routing rules, current pricing and agreed specialist response times.

Requirements

• A diploma or degree in business, marketing, commerce or a related field.
• Typically three to four years of relevant business-to-business or professional-services experience, with examples of establishing what a client actually needed before recommending anything.
• Evidence of disciplined follow-up, accurate CRM records, and coordination of proposals or comparable processes involving several contributors.
• Examples of maintaining or developing client accounts — your own contribution, and the client need it answered. Anonymised examples are accepted where confidentiality applies.
• Clear written and spoken communication, sound commercial judgement, and the confidence to bring in a technical colleague rather than guess.

Desirable

• Healthcare, construction or built-environment exposure.
• Training in consultative selling, account management or CRM practice.
• Experience in a founder-led or owner-managed firm.