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.

• 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

• Maintaining accurate records of at‑risk cases, actions taken, communications, and outcomes
• Producing regular reports on retention trends, saved contracts, recurring issues, and improvement opportunities
• Identifying patterns and service gaps that impact customer retention

• Promoting early escalation of potential cancellations across Helpdesk, field teams, and sales
• Providing guidance to colleagues on effective service recovery and retention behaviours
• Supporting continuous improvement initiatives aimed at reducing service‑driven cancellations
• Contributing to departmental KPIs and achieving individual performance targets

• Managing the end‑to‑end contract termination process where recovery is not achievable
• Ensuring accurate system updates, completion of required administration, and timely communication to internal stakeholders

• Experience in customer relationship management or service recovery within a contract‑driven service environment
• Experience handling dissatisfied customers and restoring confidence in service delivery
• Understanding of operational service delivery and cross‑functional working

• Knowledge of pest management services
• Experience working with SLAs, KPIs, and contract performance measures

• Excellent interpersonal, verbal, and written communication skills
• Strong problem‑solving and analytical skills
• Commercial awareness and proactive approach
• Ability to work independently and manage multiple cases at the same time
• Strong organisational skills with high attention to detail
• Collaborative approach with the ability to work across departments
• Proficiency in MS Office / Office 365 and ability to learn new systems

• Commitment to high standards of customer service and service quality
• Positive, solution‑focused approach with resilience under pressure
  
  Commitment to continuous improvement and operational excellence
• Supportive and collaborative team‑focused approach
• Commitment to Quality, Health, Safety, Security, and Environmental standards

• 25 days annual leave plus public holidays
• Healthcare cash plan (Medicash)
• Employee Assistance Programme, including access to a 24/7 GP and prescription service
• Employee wellness programmes
• Life assurance
• Employee referral programme