Client Retention Manager

We are recruiting a Client Retention Manager to join our Business Services team at our Gloucester head office. Reporting to the Business Services Director, this role is focused on reducing contract terminations by working directly with dissatisfied or at‑risk customers to address concerns and support service recovery.

The role acts as a primary point of contact for escalated accounts and works closely with internal teams to resolve service issues, restore customer confidence, and identify trends that impact client retention.

• Identifying at‑risk customers through escalations from Helpdesk, technicians, sales teams, and internal monitoring systems
• Making prompt contact with customers to understand concerns, investigate root causes, and agree expectations for recovery
• Developing structured service recovery plans with Operations, Scheduling, Customer Service, and Regional Management
• Monitoring service delivery, visit compliance, and issue resolution to stabilise customer relationships
• Maintaining regular communication with customers throughout the recovery process and ensuring commitments are met
• Collaborative approach with the ability to work across departments
• Proficiency in MS Office / Office 365 and ability to learn new systems