Client Retention Manager

Vergo Pest Management Ltd.; Gloucester; On-site; GBP 35,000 - 50,000; Full time

Job summary

Vergo Pest Management Ltd. is seeking a Client Retention Manager to join their Business Services team in Gloucester. This role is vital in reducing contract terminations by engaging at-risk customers, addressing their concerns, and collaborating closely with internal teams to enhance service recovery. The ideal candidate will have exceptional communication skills, experience in managing customer relationships, and a proactive approach to problem-solving. Proficiency in MS Office is also essential. The position offers a structured environment to stabilize customer relationships and improve retention.

Qualifications

• Experience in managing customer relationships and issues effectively.
• Strong communication skills to engage with clients.
• Ability to develop and implement effective recovery plans.

Responsibilities

• Identify at-risk customers and address concerns promptly.
• Develop structured service recovery plans with internal teams.
• Monitor service delivery and ensure commitments are met.

Skills

Customer communication

Service recovery planning

Problem-solving

Team collaboration

Proficiency in MS Office / Office 365

Job description

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

• 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
• Collaborative approach with the ability to work across departments
• Proficiency in MS Office / Office 365 and ability to learn new systems