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.
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