At a Glance
- Tasks: Manage client relationships and improve retention through proactive communication and structured recovery plans.
- Company: Dynamic national business with a strong ethos of integrity and collaboration.
- Benefits: Flexible working, 25 days annual leave, healthcare cash plan, and birthday off after one year.
- Other info: Opportunity for career growth in a collaborative team setting.
- Why this job: Make a real impact on customer satisfaction while enjoying a supportive work environment.
- Qualifications: Strong communication, problem-solving skills, and proficiency in MS Office required.
The predicted salary is between 31950 - 39050 £ per year.
Our client based in Quedgeley is a national business with staff geographically spread across the UK and Northern Ireland. They are currently seeking a permanent Client Retention Manager to join their growing and dynamic team. The company has a great ethos and is steered towards their core values that promote integrity, collaboration, innovation, and excellence in everything they do!
The successful candidate will act as a primary contact for escalated accounts and will support continuous improvement by identifying trends and service gaps that impact retention. The role ensures timely intervention, structured service recovery, and close collaboration with internal teams.
In return for joining our client, you will have the opportunity to work flexibly, and in addition to your salary and pension, you will benefit from 25 days annual leave plus bank holidays, a healthcare cash plan (Medicash), Employee Assistance Programme including access to a 24/7 GP and prescription service, an employee wellness programme, pension, and life assurance. Once you have been employed by them for 12 months, they will also reward you with your birthday off every year.
Responsibilities:- 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.
Flexible Working - Monday to Friday, 40 hours per week (flexible start and finish time) - one day per week WFH.
Salary £32,000 + attractive benefits package + free onsite parking.
Client Retention Manager Excellent benefits + Flexible Working! in Gloucester employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Client Retention Manager Excellent benefits + Flexible Working! in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Retention Manager Excellent benefits + Flexible Working! in Gloucester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
