At a Glance
- Tasks: Lead customer loyalty initiatives and manage teams to enhance customer retention.
- Company: Join a rapidly growing tech company valued at $1bn, focused on innovation.
- Benefits: Competitive salary, contract role, and opportunities for professional growth.
- Other info: Opportunity for national travel and collaboration with senior leadership.
- Why this job: Make a real impact on customer satisfaction and loyalty in a dynamic environment.
- Qualifications: Experience in leading customer service teams and managing multiple priorities.
The predicted salary is between 40000 - 50000 £ per year.
Department: Customer Loyalty
Employment Type: Contract
Location: Shoreham-by-Sea
Compensation: £40,000 - £50,000 / year
Description:
Location: Shoreham head office, with some national travel
Salary: Up to £50,000
Contract: 12-month Fixed Term Contract
Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 valued SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and scale our operations, we’re committed to setting new industry standards in managed service excellence.
As our Customer Loyalty Manager, you’ll lead our group-wide customer loyalty function, reporting to the Head of Customer Loyalty. You’ll manage two teams: Loyalty Agents, who keep valued customers with us and spot new opportunities for our sales and account management colleagues, and Contract Processing Agents, who make sure leaving customers are offboarded accurately and fairly.
Key Responsibilities:
- Lead the Loyalty Agent team to act on churn risk signals and renewal opportunities within agreed response-time and quality standards.
- Make sure key customer escalations are handled with clear communication and senior involvement.
- Lead the Contract Processing Agent team, overseeing Early Termination Fee (ETF) invoicing from calculation through to collection.
- Lead and document our offboarding process.
- Work with Finance and the wider business to escape and handle disputes consistently.
- Own the design and delivery of our customer exit survey, turning the results into clear insight for Sales, Product, Service Management and senior leadership.
- Carry out post-churn analysis and maintain a live view of high-value customers.
- Produce regular at-risk and churn reports for regional Managing Directors and senior group leadership, in a clear, commercial and actionable format.
- Define and manage key performance indicators (KPIs) for both teams, balancing effort, quality and commercial contribution.
- Help generate leads for sales and account management teams, and support the automation of renewal contact by capturing contract data consistently at the point of sale.
Skills, Knowledge and Expertise:
- Proven experience leading a customer service team of 15 to 20 people, including setting targets, coaching colleagues and managing performance.
- Experience managing more than one team or function at once, with the ability to balance different priorities and keep standards high across both.
- A background in technology or telecoms services, with a good understanding of how contracts, renewals and billing work in a subscription-style business.
- A track record of improving customer satisfaction in a business-to-business (B2B) environment, such as reducing customer churn, improving renewal rates or turning around difficult customer situations.
- Confidence handling escalations and communicating with senior stakeholders, including regional Managing Directors and senior leadership.
- Proficiency in Microsoft Office applications, especially Excel, with the ability to turn data into clear, commercially focused reports.
- Excellent communication skills, with the ability to adapt your style to different audiences and prioritise tasks.
- Flexibility to travel across the UK, with a valid full UK driving licence.
Internal Job Level Reference: Team Leader IND1
Customer Loyalty Manager employer: Focus Group (UK)
Focus Group (UK) is an attractive employer due to its commitment to employee development and a supportive work culture. The company offers competitive salaries and hybrid working options, allowing for a balanced work-life experience. Employees are encouraged to grow within their roles and contribute to the company's mission of delivering exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Loyalty Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Focus Group (UK). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Focus Group (UK) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Loyalty Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Focus Group (UK):Your cover letter is your chance to shine! Tell us why you want to work at Focus Group (UK) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Focus Group (UK)!
How to prepare for a job interview at Focus Group (UK)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
