Retention Manager

Annual salary: up to £36,860.00

Retention Manager

Location:  Basingstoke – Office based

Salary up to £36,860 per annum

Contract: Full time, Permanent

Hours: 37.5 hours per week, Monday to Friday, 8.30am – 5pm

We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.

About the Role:

The Retention Manager will lead and support a team of four Retention Advisors, with six direct reports overall, focusing on team development, performance management, and maintaining high standards of service delivery. The role will involve managing team caseloads, monitoring performance against key retention and service KPIs, and acting as the escalation point for complex customer issues and complaints to ensure concerns are resolved promptly and professionally. The successful candidate will conduct regular audits and reviews of processes to drive continuous improvement, identify operational efficiencies, and maintain scheme compliance within tight timeframes. They will also analyse trends within the team’s work and caseloads, producing reports and insights for senior leadership along with actionable recommendations. In addition, the Retention Manager will lead or contribute to ad hoc projects aimed at enhancing service delivery, client satisfaction, and operational effectiveness, while collaborating with stakeholders across the business to ensure alignment with strategic goals and best practice.

Role Criteria:

• Proven management experience
• Experience working within the housing sector
• Strong leadership skills with the ability to motivate, coach, and develop a high-performing team.
• Experience managing KPIs and driving teams to consistently meet or exceed performance targets.
• Demonstrable experience handling complex customer issues, complaints, and escalations.
• Strong communication and problem-solving skills, with the ability to make sound decisions in challenging situations.
• Experience reviewing processes, identifying improvements, and implementing effective operational changes.
• Ability to balance long-term strategic objectives with short-term operational priorities.
• Strong commercial awareness, with a focus on compliance, service quality, and customer outcomes.
• Honest and trustworthy approach to leadership and decision-making.
• Reliable and accountable, with a strong sense of responsibility.
• Hardworking, proactive, and committed to achieving high standards.

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
• Company Vehicle and Fuel Card
• Access to EAP Counselling sessions

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

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

Apply below or to discuss your application further; contact:

Beth Dunford (beth.dunford@mearsgroup.co.uk)

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.