Client Retention Manager

Overview

Our client based in Quedgeley is a national business with staff geographically spread across the UK and Northern Ireland. They are currently seeking a permanent Client Retention Manager to join their growing and dynamic team. The company have a great ethos and are steered towards their core values that promote integrity, collaboration, innovation, and excellence in everything they do!

The successful candidate will act as a primary contact for escalated accounts and will support continuous improvement by identifying trends and service gaps that impact retention. The role ensures timely intervention, structured service recovery, and close collaboration with internal teams.

• Identify at-risk customers through escalations from Helpdesk, technicians, sales teams, and internal monitoring systems
• Make prompt contact with customers to understand service concerns, investigate root causes, and set clear expectations for recovery
• Develop structured recovery plans in collaboration with internal teams
• Monitor visit compliance and service delivery performance to stabilise customer relationships
• Maintain regular communication with customers throughout the recovery process and ensure all commitments are met
• Maintain accurate records of at-risk cases, recovery actions, communications, and outcomes
• Produce regular reports on contract retention trends, saved accounts, recurring issues, and improvement opportunities
• Provide guidance to colleagues on effective service recovery and customer retention behaviours
• Support continuous improvement initiatives focused on reducing service-driven cancellations and enhancing customer satisfaction
• Manage the end-to-end contract termination process where recovery is not achievable

• Excellent interpersonal, verbal, and written communication skills
• Strong problem-solving and analytical skills with the ability to interpret trends and operational issues
• Commercially aware, proactive, and able to work independently
• High attention to detail and strong organisational skills, with the ability to manage multiple cases simultaneously
• Collaborative team player with the ability to influence across departments
• Proficiency with MS Office and ability to learn new systems quickly

Flexible Working - Monday to Friday, 40 hours per week (flexible start and finish time)

Salary - £32,000 + attractive benefits package + free onsite parking