Client Relations Officer (CRO)

Role Overview

This position places you at the centre of how the organisation builds and protects lasting relationships with its clients. On a typical day you will listen to client feedback across every channel, co-ordinate quick resolution of complaints, and work alongside internal teams to turn that feedback into improved services and a stronger public image. Your work is what keeps clients confident, happy, and loyal while also giving senior leadership the insights they need to make smarter, more client-focused decisions.

Key Responsibilities

• Serve as the first point of contact for clients on the phone, by email, in person, and across social media, making sure every interaction feels professional and valued.
• Design and deliver client engagement initiatives that deepen existing relationships and encourage long-term loyalty to the company.
• Build straightforward, accessible feedback channels so clients can easily share their experiences, and run regular satisfaction surveys to measure how they feel.
• Handle client inquiries and complaints with care and speed, taking ownership of each case and escalating only the most serious or complex matters to the appropriate team.
• Maintain a complete, organised record of all client feedback, then follow up with clients to confirm their concerns were resolved and that they felt heard.
• Analyse feedback data to identify recurring themes, prepare a monthly summary of complaint trends, and recommend practical changes that prevent similar issues from happening again.
• Prepare and present clear reports on client satisfaction, engagement activities, and public relations work, using these insights to advise senior management on where to focus next.
• Coordinate with other departments so that the client's voice is considered in service improvements, campaign planning, and broader brand decisions.

Requirements & Qualifications

• Bachelor's degree in public relations, communications, or a closely related field.
• Professional certification in customer relations, public relations, or stakeholder engagement.
• At least five years of hands-on experience in client relations or public relations, including direct responsibility for client engagement and complaint resolution.
• A proven track record of managing brand reputation, handling difficult conversations, and turning dissatisfied clients into loyal advocates.
• Strong listening and de-escalation skills, with the patience to understand the root cause of a complaint and the judgement to escalate when necessary.
• Comfort with data and reporting, including the ability to interpret satisfaction metrics, spot patterns in feedback, and present findings clearly to leadership.
• Excellent written and verbal communication skills, with the ability to draft professional reports, empathetic client messages, and actionable recommendations.