At a Glance
- Tasks: Manage customer complaints and retention strategies to enhance satisfaction and loyalty.
- Company: Fast-growing engineering and facilities services group in the UK.
- Benefits: Competitive salary, performance bonuses, and a permanent full-time role.
- Other info: Opportunity for flexibility in salary for exceptional candidates.
- Why this job: Shape the future of customer relations and make a real impact from day one.
- Qualifications: Experience in complaints or customer success, strong communication and negotiation skills.
The predicted salary is between 40000 - 40000 £ per year.
We're working with a well-established and fast-growing group within the UK engineering and facilities services sector to recruit a brand-new role: Complaints Customer Retention Manager. This is a commercially critical position, created to protect and grow the business's maintenance contract base as the group continues to scale. You'll be the go-to person for escalated complaints and at-risk accounts - with real ownership, real impact, and the chance to shape how this function operates from day one.
WHAT YOU'LL BE DOING
- Managing escalated customer complaints end to end - logging, investigating, resolving, and following up
- Owning the termination process and proactively working to retain customers who are considering leaving
- Contacting at-risk customers, understanding their concerns, and negotiating the best possible outcome
- Arranging and leading meetings with customers to restore confidence and resolve disputes
- Collaborating with branch leads across the business to navigate complex complaints
- Working alongside the accounts team to address overdue invoices contributing to customer dissatisfaction
- Collecting and analysing data on complaint trends and termination reasons to inform leadership decisions
- Introducing key account management support where needed to protect high-value relationships
WHAT WE'RE LOOKING FOR
Essential:
- Proven experience in complaints, retention, or customer success - ideally B2B
- Confident communicator - able to manage difficult conversations and push back where needed
- Strong negotiation skills under pressure
- Process-driven with excellent attention to detail
- Able to spot trends and present data clearly
- Organised - comfortable managing a busy caseload
Desirable:
- Background in lift, FM, or building services
- Experience in account management or key account support
- Familiarity with CRM or complaints management systems
- Experience working across a multi-site or group structure
THE PACKAGE
- Basic salary up to £40,000 depending on experience
- Monthly performance-based bonuses - OTE £50,000+
- Full-time, permanent position
- Based in the Dudley, West Midlands
If the salary is slightly below where you are currently or where you'd need to be, please still apply. This is a brand-new role and the priority is finding the right person - there is a slim opportunity for flexibility for an exceptional candidate.
Complaints & Customer Retention Manager employer: AD Finance
Join a dynamic and rapidly expanding group in the UK engineering and facilities services sector, where your role as Complaints & Customer Retention Manager will be pivotal in shaping customer relationships and driving business growth. Enjoy a supportive work culture that values employee development, offers competitive salaries with performance-based bonuses, and provides opportunities to make a real impact from day one in the vibrant West Midlands region.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Retention Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the engineering and facilities services sector. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky conversations! As a Complaints & Customer Retention Manager, you'll need to handle tough discussions. Practise your negotiation skills with friends or family to build confidence before the real deal.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used data to spot trends in complaints or customer retention. Bring examples to the table that highlight your analytical prowess.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're serious about the role and gives us a chance to connect with you right away.
We think you need these skills to ace Complaints & Customer Retention Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Complaints & Customer Retention Manager. Highlight your experience in managing escalated complaints and retaining customers, as this is what we’re really looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've successfully handled difficult conversations and retained at-risk customers.
Showcase Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your confident communication style. We want to see how you can manage tough conversations and negotiate effectively.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at AD Finance
✨Know Your Stuff
Before the interview, dive deep into the company’s background and their approach to customer retention. Understand their services, especially in the lift and facilities management sector. This knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Prepare for Tough Conversations
As a Complaints Customer Retention Manager, you'll need to handle difficult conversations. Think of examples from your past experiences where you successfully managed escalated complaints or retained at-risk customers. Practising these scenarios can help you articulate your strategies effectively during the interview.
✨Showcase Your Negotiation Skills
Negotiation is key in this role. Be ready to discuss specific instances where you negotiated outcomes under pressure. Highlight your process-driven approach and how you’ve used data to inform your decisions. This will demonstrate your ability to manage complex situations and retain customers.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the company's current challenges in customer retention or how they measure success in this role. This not only shows your interest but also gives you valuable insights into what they’re looking for in a candidate.
