Customer Loyalty Executive

1 week ago

Shoreham by Sea, United Kingdom Focus Group Full time

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams are at the heart of Focus Group. Our people make the difference.

We offer a large selection of benefits to our employees which can be found on our website, to encourage great employees to join us and maintain a healthy, happy workspace.

We are now recruiting for a Customer Loyalty Executive.

The purpose of this department / team is to be responsible for contacting customers to establish what issues they are facing and how we may resolve. Ensuring improved customer service and the correct products and services are in use. They will respond to certain moments and requests in a customer journey to maintain loyalty and ultimately

Main duties of the Customer Loyalty Executive include:

- Ensure customer leaving notifications are managed correctly, including making contact to retain customers where appropriate.
- Identify moments in a customer journey with Focus where churn has become a risk and intervention is required
- Carry out a relationship review when required where churn has become a risk, leading to service improvement plans, including the introduction of new solutions where appropriate
- Maintain a knowledge base on all high value accounts and ensure all customer contracts are filed, maintained and reported in order to trigger key customer retention events.
- Co-ordinate escalation and complaint issues with the appropriate teams where required

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free fitness classes
- Free or subsidised travel
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Profit sharing
- Referral programme
- Store discount

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Work Location: One location

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