Full job descriptionComplaints & 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.