Client Retention Manager – Flexible Working & Benefits

About the role

The Client Retention Manager will be the primary point of contact for escalated accounts, working to protect and grow the client base. You will identify at‑risk customers, lead recovery actions and collaborate closely with internal teams to ensure service excellence.

Key responsibilities

• Identify at‑risk customers from help‑desk alerts, technician feedback, sales input and monitoring systems.
• Contact customers promptly to understand concerns, investigate root causes and set recovery expectations.
• Develop and execute structured recovery plans with cross‑functional teams.
• Monitor service delivery performance and compliance to stabilise relationships.
• Maintain regular communication throughout the recovery process and ensure commitments are met.
• Record all actions, communications and outcomes in a central system.
• Produce reports on retention trends, saved accounts and improvement opportunities.
• Guide colleagues on effective service recovery and retention behaviours.
• Manage contract termination processes when recovery is not possible.

Required profile

• Excellent interpersonal, verbal and written communication skills.
• Strong problem‑solving and analytical abilities, with a commercial mindset.
• Proactive, independent worker with high attention to detail.

Required skills

What we offer

• Competitive salary of £32,000 per year.
• 25 days annual leave plus bank holidays.
• Healthcare cash plan, Employee Assistance Programme and 24/7 GP service.
• Pension scheme and life assurance.
• Birthday off after 12 months of service.
• Flexible working arrangements.