Customer Retention Specialist - Remote Customer Loyalty Executive - Unlock Your Potential in Delivering Exceptional Customer Experiences

Join the Team at Focus Group as a Customer Retention Specialist - Remote Customer Loyalty Executive

Unlock your potential with a new role at Focus Group as a Customer Retention Specialist - Remote Customer Loyalty Executive! Embrace a modern work style with this fully Remote opportunity. This position requires a strong and diverse skillset in relevant areas to drive success. As a Customer Retention Specialist - Remote Customer Loyalty Executive, you will play a crucial role in ensuring customer satisfaction, loyalty, and retention. If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we encourage you to apply for this exciting opportunity.

About Focus Group

Established in 2003, Focus Group is 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.

Our Values

At Focus Group, we pride ourselves on our core 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

Job Purpose

The Customer Retention Specialist - Remote Customer Loyalty Executive will be responsible for contacting customers to establish what issues they are facing and how we may resolve them. 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.

Key Responsibilities

As a Customer Retention Specialist - Remote Customer Loyalty Executive, your key responsibilities will include:

• 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 generating opportunities through lead generation where appropriate.

Essential and Preferred Qualifications

To be successful in this role, you will need:

• 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 with a keen eye for detail.

We value passion, potential, and a willingness to learn just as much as experience. 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.

Career Growth Opportunities and Learning Benefits

At Focus Group, we offer a range of career growth opportunities and learning benefits, including:

• Mentorship and training programs to help you develop your skills and knowledge.
• Career progression opportunities to help you grow within the company.
• Access to industry-leading tools and technologies to help you stay up-to-date with the latest developments in your field.

Work Environment and Company Culture

At Focus Group, we pride ourselves on our inclusive, collaborative, and rewarding work environment. We offer:

• Hybrid working policy - post-probation.
• Regular company social events to help you connect with your colleagues.
• Employee recognition programs to reward your hard work and achievements.

Compensation, Perks, and Benefits

We offer a competitive salary of up to £25,000 + up to £1,000pcm Commission / Bonus (OTE Circa £35k). Our benefits package includes:

• 22 days annual leave + bank holidays.
• 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.

Conclusion

If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we encourage you to apply for this exciting opportunity. As a Customer Retention Specialist - Remote Customer Loyalty Executive, you will play a crucial role in ensuring customer satisfaction, loyalty, and retention. Don't hesitate to apply – we value passion, potential, and a willingness to learn just as much as experience.

Apply Now

Apply Now