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 customer experience 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 in Dudley employer: Alexander Daniels
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 in a brand-new position. Located in the vibrant West Midlands, this role not only promises professional fulfilment but also the chance to thrive in a collaborative environment focused on excellence and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Retention Manager in Dudley
✨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 past roles. Bring examples of how you've turned complaints into opportunities to retain customers – it’ll make you stand out!
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Make sure your application reflects your experience in managing escalated complaints and retaining customers – that’s what we’re looking for!
We think you need these skills to ace Complaints & Customer Retention Manager in Dudley
Some tips for your application 🫡
Show Us Your Experience:When you're writing your application, make sure to highlight your experience in complaints and customer retention. We want to see how you've handled escalated issues and retained customers in the past, so don’t hold back!
Be a Confident Communicator:Since this role involves managing tricky conversations, let us know about your communication skills. Share examples of how you've navigated difficult discussions and negotiated outcomes – we love a good story!
Data is Key:We’re all about making informed decisions, so if you’ve got experience analysing complaint trends or presenting data, make sure to include that in your application. Show us how you can use data to drive improvements!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Alexander Daniels
✨Know Your Stuff
Before the interview, dive deep into the company’s background and their approach to customer complaints. Understand their services, especially in lift and facilities management, so you can speak confidently about how your experience aligns with their needs.
✨Showcase Your Communication Skills
As a Complaints & Customer Retention Manager, you'll need to handle tough conversations. Prepare examples of how you've successfully navigated difficult discussions in the past. This will demonstrate your ability to manage escalated complaints effectively.
✨Be Data-Driven
Since the role involves analysing complaint trends, come prepared with insights from your previous roles. Share specific instances where you used data to inform decisions or improve customer retention, showcasing your analytical skills.
✨Demonstrate Your Organisational Skills
With a busy caseload, organisation is key. Discuss your methods for managing multiple complaints simultaneously and how you prioritise tasks. This will reassure them that you can handle the demands of the role efficiently.
