Customer Retention Specialist

Job Title: Please Note That Official Job Title For The Role Is Customer Loyalty Executive

Reporting to: Customer Loyalty Team Leader

Location: Glasgow Or Carlisle Offices (Hybrid Flexible Working)

Salary: up to £25,000 + up to £1,000pcm Commission / Bonus (OTE Circa £35k)

Our Values
• Respect - Treat colleagues and customers with respect
• Integrity - Uphold the highest standards of honesty and fairness
• Teamwork - Engage and collaborate with colleagues and partners
• Ambition - Determination to be the best that we can be

About Us:

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our... recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

Job Purpose:

The Customer Loyalty Executive will be responsible for contacting customers to establish what issues they are facing and how we may resolve. Ensuring improved customer service and the correct products and services are in use. They will respond to certain moments and requests in a customer journey to maintain loyalty and ultimately reduce the chance of churn whilst increasing the opportunity for customer renewals.

Responsibilities
• Ensure customer leaving notifications are managed correctly, including making contact to retain customers where appropriate.
• Identify moments in a customer journey with Focus where churn has become a risk and intervention is required
• Carry out a relationship review when required where churn has become a risk, leading to service improvement plans, including the introduction of new solutions where appropriate
• Maintain a knowledge base on all high value accounts and ensure all customer contracts are filed, maintained and reported in order to trigger key customer retention events.
• Co-ordinate escalation and complaint issues with the appropriate teams where required
• Increase customer confidence and ultimately loyalty with an introduction to ‘value add’ services available to customers
• Develop a full and detailed understanding of the standard operating procedures in our business
• Cross selling and generate opportunities through lead generation where appropriate

Skills
• Proven track record in the delivery of exceptional customer service
• Excellent communication skills, in particular over the phone
• Ability to plan and run meetings with decision makers
• Passion for always providing excellent customer service, with experience in relationship building
• Experience in multitasking and working under pressure
• Highly organised

Don't let the requirements hold you back! We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply – even if you don't tick every box.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
• 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
• Holiday Trading Windows - buy & sell up to five days holiday
• Birthday Leave
• Volunteering Days
• Focus Xchange - Retailer discounts and peer-nominated reward scheme
• Employee Assistant Program - Free mental health support
• Interest-Free Travel Loan
• Hybrid Working Policy - Post Probation
• Regular Company Social Events

IND1

Apply Job!