Client Retention Manager

We are looking for a Client Retention Manager to be based in our office in Quedgeley, Gloucester. The role is permanent, 40 hours per week, working Monday to Friday. Our office is modern, fully equipped, easily accessible to everyone and in a great location, with onsite parking! This role offers the flexibility of working from home 1 day per week, once training is complete.

Vergo is a national pest management company dedicated to protecting people, property, and the planet. With decades of industry experience and a focus on innovation, we deliver safe, effective, and sustainable wildlife and pest control solutions. Whether working with homes or commercial businesses, we pride ourselves on our expert teams, proactive approach, and commitment to high-quality service.

As Client Retention Manager you will be responsible for reducing contract terminations by engaging directly with dissatisfied or at-risk customers and restoring their confidence in Vergo’s service. The role ensures timely intervention, structured service recovery, and close collaboration with internal teams to address root causes of dissatisfaction. You will act as a primary contact for escalated accounts and will support continuous improvement by identifying trends and service gaps that impact retention.

In return for joining Vergo, and in addition to your salary, and pension you will benefit from 25 days annual leave plus public holidays, a healthcare cash plan (Medicash), Employee Assistance Programmes including access to a 24/7 GP and prescription service, an employee wellness programme and life assurance. Once you’ve been with us for 12 months you’ll also have your birthday off on us too!

• Proven experience in customer relationship management or service recovery within a contract-driven service environment.
• Experience managing dissatisfied customers and restoring service confidence.
• Strong understanding of operational service delivery and cross-functional coordination.
• Experience working with SLAs, KPIs, and contract performance measures (desirable).
• Proficiency with MS Office / Office 365 and ability to learn new systems quickly.
• Excellent interpersonal, verbal, and written communication skills.
• Strong problem-solving and analytical skills with the ability to interpret trends and operational issues.
• Commercially aware, proactive, and able to work independently.
• High attention to detail and strong organisational skills, with the ability to manage multiple cases simultaneously.
• Collaborative team player with the ability to influence across departments.
• Knowledge of pest management services (desirable).

If you are interested in this role, please apply now and forward an up-to-date copy of your CV.