At a Glance
- Tasks: Turn at-risk customers into loyal advocates and solve their problems.
- Company: Join one of the UK's fastest-growing tech companies with a collaborative culture.
- Benefits: Earn a competitive salary, monthly bonuses, and enjoy hybrid working.
- Other info: Dynamic environment with opportunities for growth and development.
- Why this job: Make a real impact by saving customers and driving loyalty.
- Qualifications: Strong communication skills and experience in customer service roles.
The predicted salary is between 30000 - 40000 € per year.
Turn at-risk customers into loyal advocates. Your problem-solving saves revenue.
About Focus Group
At Focus Group, we’re powering the digital workplace for over 30,000 UK businesses, and we’re just getting started. With a $1bn valuation and 1,300+ employees across 20 offices, we’re one of the UK’s fastest-growing tech companies.
The Role:
As a Customer Loyalty Executive, you're the last line of defence when customers are considering leaving. Your mission? Understand their challenges, solve their problems, and show them why staying with Focus Group is the right decision. This isn't customer service; it's strategic retention.
Your day-to-day:
- Contacting customers who've submitted leaving notifications or shown churn signals
- Conducting retention conversations to understand root causes of dissatisfaction
- Delivering relationship reviews and creating service improvement plans
- Coordinating with internal teams to resolve complaints and escalations
- Introducing value-add services that address customer pain points
- Cross-selling and upselling solutions that genuinely improve their experience
- Maintaining detailed records of high-value accounts and contract renewal triggers
- Identifying patterns in customer journeys where intervention prevents churn
What You'll Earn:
- Base salary: £25k
- Monthly bonus/commission: Up to £1,000 per month (performance-based)
- Total potential: £35k+ annually
- Hybrid working: 4 days in office, 1 day from home
- Plus: Company pension, wellbeing support, perks platform with discounts, and team social events
Who We're Looking For:
- Exceptional communicator – You can de-escalate tense situations and rebuild trust over the phone
- Problem solver – You dig into root causes and find creative solutions
- Relationship builder – You turn negative experiences into positive outcomes
- Resilient under pressure – Handling difficult conversations and complaints doesn't phase you
- Highly organized – Managing multiple at-risk accounts and follow-ups simultaneously
- Commercially aware – You understand that retention = revenue and spot upsell opportunities
- Empathetic listener – You genuinely care about understanding customer frustrations
Essential:
- Proven track record in customer service or customer-facing roles
- Excellent phone manner and ability to build rapport quickly
- Experience handling complaints, escalations, or difficult conversations
- Strong multitasking abilities and working under pressure
- Organizational skills with attention to detail
Desirable:
- Experience in customer retention, account management, or loyalty roles
- Background in B2B technology, telecoms, or IT services
- Familiarity with CRM systems and customer journey mapping
- Track record of successfully saving at-risk customers
Ready to save customers and drive loyalty? Apply now. Don't meet every requirement? We value passion, potential, and willingness to learn just as much as experience. If you're excited about customer retention and helping businesses succeed, we encourage you to apply.
Focus Group is committed to diversity and inclusion. We welcome applications from all backgrounds and will provide reasonable adjustments during the recruitment process. Focus Group Ltd is committed to protecting all personal data in accordance with GDPR. All employees share responsibility for data protection. Report any concerns to your manager or Data Protection Officer.
Customer Loyalty Executive in Devon employer: Focus Group
At Focus Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With a competitive salary and performance-based bonuses, our employees enjoy hybrid working arrangements, comprehensive wellbeing support, and numerous opportunities for professional growth within one of the UK's fastest-growing tech companies. Join us in Exeter, where your contributions directly impact customer loyalty and business success, all while being part of a diverse and inclusive team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Loyalty Executive in Devon
✨Tip Number 1
Get to know the company inside out! Research Focus Group's values, mission, and recent news. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice makes perfect! Role-play potential interview scenarios with a friend or in front of the mirror. Focus on how you'd handle tough customer situations, as this will be key for the Customer Loyalty Executive role.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Focus Group team!
We think you need these skills to ace Customer Loyalty Executive in Devon
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer loyalty shine through! We want to see that you genuinely care about helping customers and turning their experiences around.
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer service or retention roles. We love seeing how you've tackled challenges in the past and what creative solutions you've come up with!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. Remember, we’re looking for exceptional communicators!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Focus Group.
How to prepare for a job interview at Focus Group
✨Know Your Customer Retention Strategies
Before the interview, brush up on effective customer retention strategies. Be ready to discuss how you would approach at-risk customers and turn their experiences around. This shows that you understand the role's core mission and are prepared to tackle challenges head-on.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your ability to dig into root causes and find creative solutions. This will demonstrate your problem-solving prowess, which is crucial for a Customer Loyalty Executive.
✨Practice Active Listening
During the interview, practice active listening. Make sure to engage with the interviewer by asking clarifying questions and summarising their points. This not only shows your communication skills but also reflects your empathetic nature, which is key in building relationships with customers.
✨Familiarise Yourself with Focus Group
Research Focus Group and its services thoroughly. Understand their customer base and the common pain points they face. Being knowledgeable about the company will help you tailor your responses and show genuine interest in contributing to their success.
