Complaints & Customer Retention Manager

Complaints & Customer Retention Manager

Lift & Facilities Services West Midlands Up to £40,000 + Bonuses (OTE £50,000+) Full-time, Permanent Brand new role

THE OPPORTUNITY

We'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 & 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 DOING

• Managing escalated customer complaints end to end - logging, investigating, resolving, and following up
• Owning the termination process and proactively working to retain customers who are considering leaving
• Contacting at-risk customers, understanding their concerns, and negotiating the best possible outcome
• Arranging and leading meetings with customers to restore confidence and resolve disputes
• Collaborating with branch leads across the business to navigate complex complaints
• Working alongside the accounts team to address overdue invoices contributing to customer dissatisfaction
• Collecting and analysing data on complaint trends and termination reasons to inform leadership decisions
• Introducing key account management support where needed to protect high-value relationships

WHAT WE'RE LOOKING FOR

Essential:

• Proven experience in complaints, retention, or customer success - ideally B2B
• Confident communicator - able to manage difficult conversations and push back where needed
• Strong negotiation skills under pressure
• Process-driven with excellent attention to detail
• Able to spot trends and present data clearly
• Organised - comfortable managing a busy caseload

Desirable:

• Background in lift, FM, or building services
• Experience in account management or key account support
• Familiarity with CRM or complaints management systems
• Experience working across a multi-site or group structure

THE PACKAGE

• Basic salary up to £40,000 depending on experience
• Monthly performance-based bonuses - OTE £50,000+
• Full-time, permanent position
• Based in the udllley, West Midlands

If the salary is slightly below where you are currently or where you'd need to be, please still apply. This is a brand-new role and the priority is finding the right person - there is a slim opportunity for flexibility for an exceptional candidate.