Focus Group

Customer Loyalty Executive

Focus Group

full-time

Posted on:

Location Type: Hybrid

Location: Birmingham • 🇬🇧 United Kingdom

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Salary

💰 £25,000 per year

Job Level

Mid-LevelSenior

About the role

  • Contacting customers who've submitted leaving notifications or are showing churn risk
  • Running retention conversations to understand what's going wrong and how to fix it
  • Conducting relationship reviews when service isn't meeting expectations
  • Creating service improvement plans and introducing solutions that address their needs
  • Coordinating with internal teams to resolve issues and complaints
  • Managing high-value account knowledge and contract renewal triggers
  • Cross-selling value-add services where they genuinely improve customer experience
  • Identifying patterns in customer journeys where intervention prevents churn

Requirements

  • Proven customer service experience, ideally handling complaints or escalations
  • Excellent phone manner and ability to de-escalate situations
  • Experience working under pressure and multitasking
  • Strong organizational skills with attention to detail
  • Passion for turning negative situations into positive outcomes
  • Experience in retention, loyalty, or account recovery roles (Desirable)
  • B2B background, ideally in technology, telecoms, or IT services (Desirable)
  • CRM system experience (Desirable)
  • Track record of successfully retaining at-risk customers (Desirable)
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicecomplaint handlingescalation managementretention strategiesaccount recoverycross-sellingservice improvement planningcustomer journey analysis
Soft skills
communicationde-escalationmultitaskingorganizational skillsattention to detailproblem-solvingrelationship managementadaptability