At a Glance
- Tasks: Manage at-risk customers and develop service recovery plans to enhance client retention.
- Company: Join a dynamic team at a leading business services provider in Gloucester.
- Benefits: Enjoy 25 days annual leave, healthcare cash plan, and wellness programmes.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by restoring customer confidence and improving service delivery.
- Qualifications: Experience in customer relationship management and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are recruiting a Client Retention Manager to join our Business Services team at our Gloucester head office. Reporting to the Business Services Director, this role is focused on reducing contract terminations by working directly with dissatisfied or at‑risk customers to address concerns and support service recovery. The role acts as a primary point of contact for escalated accounts and works closely with internal teams to resolve service issues, restore customer confidence, and identify trends that impact client retention.
What the role involves
- Managing at‑risk customers and service recovery
- Identifying at‑risk customers through escalations from Helpdesk, technicians, sales teams, and internal monitoring systems
- Making prompt contact with customers to understand concerns, investigate root causes, and agree expectations for recovery
- Developing structured service recovery plans with Operations, Scheduling, Customer Service, and Regional Management
- Monitoring service delivery, visit compliance, and issue resolution to stabilise customer relationships
- Maintaining regular communication with customers throughout the recovery process and ensuring commitments are met
Tracking, reporting and insight
- Maintaining accurate records of at‑risk cases, actions taken, communications, and outcomes
- Producing regular reports on retention trends, saved contracts, recurring issues, and improvement opportunities
- Identifying patterns and service gaps that impact customer retention
Working with colleagues
- Promoting early escalation of potential cancellations across Helpdesk, field teams, and sales
- Providing guidance to colleagues on effective service recovery and retention behaviours
- Supporting continuous improvement initiatives aimed at reducing service‑driven cancellations
- Contributing to departmental KPIs and achieving individual performance targets
Contract terminations
- Managing the end‑to‑end contract termination process where recovery is not achievable
- Ensuring accurate system updates, completion of required administration, and timely communication to internal stakeholders
What we’re looking for
Experience
- Experience in customer relationship management or service recovery within a contract‑driven service environment
- Experience handling dissatisfied customers and restoring confidence in service delivery
- Understanding of operational service delivery and cross‑functional working
- Desirable
- Knowledge of pest management services
- Experience working with SLAs, KPIs, and contract performance measures
Skills
- Excellent interpersonal, verbal, and written communication skills
- Strong problem‑solving and analytical skills
- Commercial awareness and proactive approach
- Ability to work independently and manage multiple cases at the same time
- Strong organisational skills with high attention to detail
- Collaborative approach with the ability to work across departments
- Proficiency in MS Office / Office 365 and ability to learn new systems
Attitudes
- Commitment to high standards of customer service and service quality
- Positive, solution‑focused approach with resilience under pressure
- Commitment to continuous improvement and operational excellence
- Supportive and collaborative team‑focused approach
- Commitment to Quality, Health, Safety, Security, and Environmental standards
What We Offer:
- 25 days annual leave plus public holidays
- Healthcare cash plan (Medicash)
- Employee Assistance Programme, including access to a 24/7 GP and prescription service
- Employee wellness programmes
- Life assurance
- Employee referral programme
If you are interested in this role, please apply now and forward an up-to-date copy of your CV.
Client Retention Manager in Gloucester employer: Vergo
Join our dynamic team at the Gloucester head office, where we prioritise employee growth and a supportive work culture. As a Client Retention Manager, you will benefit from a comprehensive healthcare cash plan, generous annual leave, and wellness programmes that promote a healthy work-life balance. Our commitment to continuous improvement and operational excellence ensures that you will thrive in an environment that values your contributions and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Client Retention Manager in Gloucester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Client Retention Manager role. 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 interviews by practising common questions related to customer service recovery and retention strategies. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you've turned around a difficult customer situation. This will demonstrate your ability to handle at-risk customers effectively, just like the role requires.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Client Retention Manager in Gloucester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Client Retention Manager. Highlight your experience in customer relationship management and service recovery, as these are key for us. Use specific examples that show how you've handled at-risk customers and resolved issues.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about client retention and how your skills align with our needs. Be sure to mention any relevant experience with SLAs and KPIs, as we love candidates who understand the metrics that matter.
Showcase Your Problem-Solving Skills:In your application, don’t just list your skills—show us how you’ve used them! Share stories where you’ve turned around a difficult situation or improved customer satisfaction. We want to see your proactive approach in action!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy—just upload your CV and cover letter!
How to prepare for a job interview at Vergo
✨Know Your Customer Service Stuff
Make sure you brush up on your customer relationship management skills. Be ready to discuss specific examples of how you've handled dissatisfied customers in the past and what strategies you used to restore their confidence.
✨Show Off Your Problem-Solving Skills
Prepare to share instances where you've identified root causes of issues and developed structured recovery plans. Highlight your analytical skills and how they helped improve service delivery or client retention.
✨Communicate Like a Pro
Since this role involves a lot of communication, practice articulating your thoughts clearly and confidently. Think about how you can demonstrate your interpersonal skills during the interview, especially when discussing challenging situations.
✨Be Ready to Collaborate
This position requires working closely with various teams, so be prepared to talk about your collaborative experiences. Share examples of how you've worked across departments to achieve common goals, especially in service recovery scenarios.
