Client Retention Manager

Overview

Client Retention Manager – Excellent benefits + Flexible Working. Anderson Recruitment Ltd, Gloucester

Our client based in Quedgeley is a national business with staff geographically spread across the UK and Northern Ireland. They are seeking a permanent Client Retention Manager to join their growing and dynamic team. The company promotes integrity, collaboration, innovation, and excellence in everything they do.

• 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

Monday – Friday, 40 hours per week (flexible start and finish time) with one day per week working from home

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