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- Tasks: Deliver exceptional service and support to Personal Group customers while building strong relationships.
- Company: Join a dynamic team at Personal Group, focused on customer loyalty and engagement.
- Benefits: Inclusive workplace, training provided, and opportunities for personal growth.
- Other info: Embrace a culture of inclusivity and teamwork while achieving targets.
- Why this job: Make a real difference by helping customers understand and access valuable benefits.
- Qualifications: Experience in customer service and sales preferred; confident communication skills required.
The predicted salary is between 28800 - 43200 £ per year.
Job Title: Customer Loyalty Executive
Location: Milton Keynes – Hybrid
Salary: £27,000 – £30,000 DOE – The role also comes with a bonus of up to £1,000 per quarter depending on performance.
Contract Type: Permanent
Overview
As a Customer Loyalty Executive this role will be about delivering exceptional service to Personal Group customers, using your knowledge of our benefits to support and retain business.
You’ll handle customer enquiries confidently and professionally, building strong relationships that benefit our clients, customers, and colleagues.
You’ll also communicate benefit packages and, where appropriate, sell PG insurance products via inbound and outbound calls. Identifying up-sell and cross-sell opportunities, you’ll work to achieve targets while ensuring customers are fully informed and treated fairly in line with regulatory requirements.
Responsibilities
- Retaining customers by understanding their needs and delivering tailored, confident support.
- Handle a range of customer enquiries (e.g. policy changes, cancellations, premiums) in line with FCA and company standards.
- Deliver compliant, customer-specific product presentations when required.
- Proactively develop product knowledge, including all Personal Group plans and platforms (e.g. Hapi).
- Collaborate with internal teams to ensure positive customer outcomes.
- Escalate complaints appropriately, with an understanding of FOS SLA requirements.
- Contribute to team performance and consistently meet KPIs.
- Maintain quality standards across complaints, audits, and customer feedback.
- Ensure compliance with FCA principles, Consumer Duty, TCF, and other relevant regulations.
Qualifications & Experience
- Experience in a target-driven customer service environment.
- Sales experience is preferred.
- Confident handling both 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 (FCA, DPA) is a plus – training provided if not.
- Able to analyse data, identify trends, and recommend actions.
- Strong multitasking skills and ability to meet tight deadlines.
Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team.
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Customer Loyalty Executive employer: Personal Group
Contact Detail:
Personal Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Loyalty Executive
✨Tip Number 1
Get to know the company inside out! Research Personal Group's products and values so you can chat confidently about how you can contribute to their mission. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Practice your phone skills! Since you'll be handling inbound and outbound calls, role-play with a friend or family member to get comfortable with common customer queries. This will help you sound confident and professional during the real deal.
✨Tip Number 3
Show off your sales savvy! Think of examples from your past experiences where you've successfully upsold or cross-sold products. Be ready to share these stories in your interviews to demonstrate your ability to meet targets.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Personal Group family!
We think you need these skills to ace Customer Loyalty Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Loyalty Executive role. Highlight your experience in customer service and sales, and show how you can deliver exceptional service that aligns with our mission at Personal Group.
Showcase Your Skills: Don’t forget to mention your skills in handling customer enquiries and resolving issues. We want to see how you can confidently manage both inbound and outbound calls while meeting targets and ensuring compliance with regulations.
Be Authentic: Let your personality shine through in your application! We value authenticity and want to know what makes you a great fit for our team. Share your passion for customer service and how you build strong relationships with clients.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly. Plus, it shows you’re serious about joining the Personal Group family!
How to prepare for a job interview at Personal Group
✨Know Your Benefits Inside Out
Before the interview, make sure you thoroughly understand Personal Group's benefits and insurance products. This knowledge will help you confidently answer questions and demonstrate your ability to communicate these offerings effectively to customers.
✨Practice Handling Customer Enquiries
Since you'll be dealing with various customer queries, practice responding to common scenarios like policy changes or cancellations. Role-playing with a friend can help you feel more prepared and confident in handling these situations during the interview.
✨Showcase Your Sales Skills
Be ready to discuss your previous sales experience and how you've successfully identified up-sell and cross-sell opportunities. Prepare specific examples that highlight your ability to meet targets while ensuring customer satisfaction.
✨Familiarise Yourself with Regulatory Standards
Understanding FCA principles and Consumer Duty is crucial for this role. Brush up on these regulations and be prepared to discuss how you would ensure compliance while delivering exceptional service to customers.