Customer Relationship Manager - IFB

• Title

  Customer Relationship Manager - IFB

• Role

  Customer Relationship

• Salary

  £45,000

• Hours

  35

• Type

  Permanent - Full Time

• Interview Process

  1 Interview:
  week commencing 6th April

• Closing Date

  26-03-2026 at 12:00

• Location

  Linford Wood House, 6-12 Capital Drive
  Milton Keynes
  Buckinghamshire
  MK14 6XT

• Downloadable Job Files

  • Benefits
  • Policy Document
  • Job Description
  • Job Information Pack
• Apply Now

About IFB  

The Insurance Fraud Bureau (IFB), is a not-for-profit company established in 2006 to lead the insurance industry's collective fight against insurance fraud. We act as a central hub for sharing insurance fraud data and intelligence, using our unique position at the heart of the industry and unrivalled access to data to detect and disrupt organised fraud networks.

About Our Role  
Join us as a key ambassador for the IFB, building strong, trusted relationships across our insurer, non‑insurer and community members. You’ll deepen your understanding of their business strategies to shape meaningful engagement, drive member satisfaction and support delivery of our Customer Relationship Strategy.

You’ll play a vital role in retaining existing members, attracting new levy‑paying organisations, and ensuring exceptional support throughout the member lifecycle. As the external face, and internal voice, of our members, you’ll represent the IFB at industry events and champion customer needs at every step.

Key responsibilities  

• Proactive Relationship Management of IFB member accounts (engaging across various levels within their business), by preparing and delivering quarterly Customer Relationship Management meetings, meeting notes and delivering on agreed actions
• Work with members to understand their strategic direction and use this insight and our own internal insight, to contribute to a better understanding and customer experience, through the proactive identification of member facing issues and propose solutions
• Pro-actively contributing to the development of new customer relationships, services, and products, including the management and on boarding of new members
• Contribute to the development and delivery of the IFB strategy and Customer Relationship Management strategy, whilst delivering IFB objectives
• Work alongside the Customer Relationship Management team to agree a suitable business development strategy each year
• Support a customer first approach, when engaging internally and externally
• To champion data quality excellence and support transforming IFB products and services aligned to Members needs
• May require travel across the UK 

Skills and Experience 

• Experience of engaging directly with customers (across various levels) via phone (Teams) and face to face  
• Previous experience managing B2B customer contact – owning a customer challenge and seeing it through to conclusion
• Successful track record of stakeholder management in a customer centric environment
• Experience of working with customers across various disciplines – wearing various ‘hats’ to achieve an outcome (technical, projects, data, etc)
• Ability to think strategically and interact with customers of varying levels
• Track record in negotiating effectively to achieve desired results
• Excellent communication skills – chairing and owning conversations
• Self-reliant, proactive, and able to plan work and drive results with minimal supervision
• A level of knowledge of the fraud and insurance industry and the key issues affecting it (Desirable)
• Not for profit organisation knowledge/experience (Desirable) 

Salary £45,000 per annum
Grade 11  
35 hours per week (Monday - Friday) 
IT kit supplied to you 
£320 (before tax) start up allowance 
Hybrid working (2 days in the office per week) from our newly refurbished Milton Keynes office, MK14 
 
Other Benefits include:  
Contributory Group Stakeholder Personal pension scheme  
Life Assurance  
Employee Incentive Scheme  
25 days holiday (plus public holidays)  
Holiday purchase scheme  
Sports and Social Club 
24/7 Employee Assistance Programme  
Free access to online tools to support mental and physical health   
Enhanced maternity, paternity and adoption leave  
1 volunteer day each year and charity matched funding scheme 

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day. 

 
So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

 

Closing Date

26-03-2026 at 12:00

Apply