At a Glance
- Tasks: Lead teams to enhance customer loyalty and manage offboarding processes.
- Company: Join a rapidly growing tech company valued at $1bn, focused on innovation.
- Benefits: Competitive salary, contract role with opportunities for career growth.
- Other info: Dynamic work environment with national travel opportunities.
- Why this job: Make a real impact on customer satisfaction and drive business success.
- Qualifications: Experience in leading customer service teams and managing multiple priorities.
The predicted salary is between 40000 - 50000 £ per year.
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
Customer Loyalty Manager in Shoreham-by-Sea 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 in Shoreham-by-Sea
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Focus Group (UK).
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Focus Group (UK). The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Loyalty Manager in Shoreham-by-Sea
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Focus Group (UK).
How to prepare for a job interview at Focus Group (UK)
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Focus Group (UK)'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Focus Group (UK) offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
