Client Retention Manager

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

Experience What we’re looking for

• 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.

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Location

Gloucester

Department

Business Services (Scheduling and Customer Service)

Job Title

Client Retention Manager

Experience Contracts, pricing

City

Gloucester

Country

United Kingdom