Retention Manager

Retention Manager

Basingstoke

Full-Time Permanent Role

Salary up to 35700 pa

Mears Housing Management Division in Basingstoke provide accommodation to essential British Government workers. We source properties from the private rental market work with a variety of stakeholders to ensure accommodation meets requirements and we manage all issues repairs and maintenance throughout the lifetime of an occupants stay.

About the Role

We are looking for an experienced and driven Retention Manager to oversee and lead our internal Retention Team ensuring exceptional service delivery to our occupants agents and landlords. This role will focus on the development of the Retention team acting as an escalation point and ensuring KPIs are consistently exceeded. As a leader you will be instrumental in creating a culture of continuous improvement reviewing processes regularly and managing ad hoc projects to drive operational efficiency.

Key Responsibilities:

• Manage and lead the Retention team of 4 advisors focusing on team development and individual performance.
• Serve as the escalation point for complex issues addressing concerns promptly and effectively.
• Monitor and ensure the team consistently exceeds KPIs related to retention and service delivery.
• Foster a positive culture of continuous improvement motivating the team to achieve excellence.
• Conduct regular reviews of processes identifying opportunities for improvement.
• Lead ad hoc projects aimed at enhancing service delivery operational efficiency or client satisfaction.
• Report on trends and concerns within the team to senior leadership providing insights and actionable recommendations.
• Collaborate with stakeholders across the business to ensure alignment with strategic goals and best practices.
• Maintain high levels of service quality and scheme compliance within tight timeframes.

Role Criteria

• Property management experience
• Proven experience in a customer service management role.
• Strong leadership skills with the ability to inspire and develop a team.
• Experience in managing KPIs and ensuring teams consistently exceed performance targets.
• Excellent communication and problem-solving skills.
• Ability to work both on long-term strategic goals and short-term operational turnarounds.
• Demonstrable experience in managing complex escalations and driving improvements.
• Strong commercial acumen and a focus on compliance and service quality.
• Experience in reviewing processes and implementing improvements is highly desirable.

All our roles require candidates to have the entitlement to work within the UK Mears does not currently offer visa sponsorship.

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries holidays eye test vouchers Share save scheme plus much more
• Family friendly policies

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before employment. You will need to provide ID references proof of address and evidence of UK residency for the past 5 years.

Apply below or to discuss your application further; contact:

If you need any help with your application process we are here to support you. We will be accessible every step of the way.

At Mears Group we are committed to fostering a diverse and inclusive environment where everyone can thrive we are a Disability Confident employer valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this we hold an Endorser Award for the Career Transition Partnership recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.