Job Description

Customer Loyalty Executive | Save Customers, Build Relationships

£25k Base + Up to £1k Monthly Bonus | Exeter (Hybrid)

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. You'll identify at-risk accounts, intervene at critical moments, and turn potential churn into renewed loyalty and growth opportunities.

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.