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: Join a growing team with excellent career development opportunities.
- Why this job: Make a real impact on customer satisfaction while enjoying a supportive work environment.
- Qualifications: Strong communication skills, problem-solving abilities, and proficiency in MS Office.
The predicted salary is between 32000 - 32000 £ 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
- Your birthday off every year after 12 months of employment
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
Candidate Attributes:
- 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 - Friday, 40 hours per week (flexible start and finish time) - one day per week WFH
Salary: £32,000 + attractive benefits package + free onsite parking
