Complaints and Customer Retention Manager

Complaints and Customer Retention ManagerLift and Facilities Services West Midlands Up to £40,000 + Bonuses (OTE £50,000+) Full-time, Permanent Brand new roleTHE OPPORTUNITYWe''re working with a well-established and fast-growing group within the UK engineering and facilities services sector to recruit a brand-new role: Complaints and Customer Retention Manager.This is a commercially critical position, created to protect and grow the business''s maintenance contract base as the group continues to scale. You''ll be the go-to person for escalated complaints and at-risk accounts - with real ownership, real impact, and the chance to shape how this function operates from day one.WHAT YOU''LL BE DOINGManaging escalated customer complaints end to end - logging, investigating, resolving, and following upOwning the termination process and proactively working to retain customers who are considering leavingContacting at-risk customers, understanding their concerns, and negotiating the best possible outcomeArranging and leading meetings with customers to restore confidence and resolve disputesCollaborating with branch leads across the business to navigate complex complaintsWorking alongside the accounts team to address overdue invoices contributing to customer dissatisfactionCollecting and analysing data on complaint trends and termination reasons to inform leadership decisionsIntroducing key account management support where needed to protect high-value relationshipsWHAT WE''RE LOOKING ..... full job details .....