Customer Loyalty Executive

Personal Group

Customer Loyalty Executive retaining customers and selling employee benefits for Personal Group, a UK provider of employee benefits and health insurance. Handling regulated customer enquiries, complaints, and sales calls.

Posted 8/10/2026full-timeMilton Keynes • 🇬🇧 United KingdomMid-LevelSenior💰 £27,000 - £30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in delivering tailored customer service and support in a regulated environment, with a strong focus on compliance and achieving sales targets. Proficient in analyzing data to identify trends and enhance customer retention strategies.

Highest-signal resume keywords

Customer Service ExperienceSales ExperienceFCA Compliance KnowledgeData Analysis SkillsMultitasking Ability

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Target-Driven Environment ExperiencePolicy Change HandlingNumeracy SkillsInformation GatheringTailored Solutions Delivery

Soft Skills

Confident CommunicationProfessionalismProblem-Solving SkillsCollaborationComplaint Escalation

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookHapi Platform

Industry Keywords

FCA PrinciplesConsumer DutyTCFRegulated EnvironmentCustomer Feedback

About the role

Key responsibilities & impact

Deliver exceptional service to Personal Group customers, using knowledge of benefits to support and retain business
Handle customer enquiries confidently and professionally, including policy changes, cancellations, and premiums
Communicate benefit packages and, where appropriate, sell Personal Group insurance products via inbound and outbound calls
Identify up-sell and cross-sell opportunities while working toward targets
Retain customers by understanding their needs and delivering tailored support
Deliver compliant, customer-specific product presentations when required
Develop product knowledge, including Personal Group plans and platforms such as Hapi
Collaborate with internal teams to ensure positive customer outcomes
Escalate complaints appropriately, understanding FOS SLA requirements
Contribute to team performance and meet KPIs
Maintain quality standards across complaints, audits, and customer feedback
Ensure compliance with FCA principles, Consumer Duty, TCF, and other relevant regulations

Requirements

What you’ll need

Experience in a target-driven customer service environment
Sales experience is preferred
Confident handling inbound and outbound customer calls
Ability to resolve customer queries at first point of contact
Skilled at gathering and assessing information to deliver tailored solutions
Intermediate numeracy skills; comfortable working with statistics, premiums, and claims
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
Experience in a regulated environment such as FCA or DPA is a plus; training provided if not
Ability to analyse data, identify trends, and recommend actions
Strong multitasking skills and ability to meet tight deadlines

Benefits

Comp & perks

Bonus of up to £1,000 per quarter depending on performance
Training provided if the candidate lacks regulated-environment experience
Reasonable adjustments available to assist with application and recruitment processes