Customer Engagement Executive

3 weeks ago

ShorehambySea, West Sussex, United Kingdom Focus Group Full time

Job Title:
Please Note That Official Job Title For The Role Is Customer Loyalty Executive

Reporting to:
Customer Loyalty Team Leader

Location:

HQ
Shoreham by Sea (Hybrid 4 Days In Office 1 From Home)

Salary:
£23,000 - £25,000 + up to £1,000pcm Commission / Bonus

Our Values:
Respect - Treat colleagues and customers with respect.
Integrity - Uphold the highest standards of honesty and fairness.
Teamwork - Engage and collaborate with colleagues and partners.
Ambition - Determination to be the best that we can be.

About Us:


Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, delivering digital workplace solutions to over 30,000 customers across the UK.

From our small but ambitious beginnings, we have evolved into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company unicorns after securing a new $1bn valuation.

Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.


Job Purpose:


The Customer Loyalty Executive will be tasked with reaching out to customers to identify the challenges they are encountering and how we can assist in resolving them. This role is pivotal in ensuring enhanced customer service and the appropriate products and services are utilized.

They will respond to key moments and requests within a customer journey to uphold loyalty and ultimately minimize the risk of churn while maximizing opportunities for customer renewals.


Responsibilities:
  • Manage customer departure notifications effectively, including contacting customers to retain them when suitable.
  • Identify critical moments in a customer journey with Focus where churn has become a risk and intervention is necessary.
  • Conduct relationship reviews when needed where churn has become a risk, leading to service improvement plans, including the introduction of new solutions where applicable.
  • Maintain a comprehensive knowledge base on all high-value accounts and ensure all customer contracts are filed, maintained, and reported to trigger key customer retention events.
  • Coordinate escalation and complaint issues with the relevant teams as required.
  • Enhance customer confidence and ultimately loyalty by introducing value-added services available to customers.
  • Develop a thorough understanding of the standard operating procedures within our business.
  • Cross-sell and generate opportunities through lead generation where appropriate.

Skills:
  • Proven track record in delivering exceptional customer service.
  • Excellent communication skills, particularly over the phone.
  • Ability to plan and conduct meetings with decision-makers.
  • Passion for providing outstanding customer service, with experience in relationship building.
  • Experience in multitasking and working under pressure.
  • Highly organized.

We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply even if you don't tick every box.

At Focus Group, you can take pride in your work, how you do it, and feel a genuine part of the team. We strive to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve remarkable things and truly make a difference to the future of our business.

We are proud to have built an outstanding workplace where individuals thrive and are recognized for their achievements. We welcome all applications and are committed to making reasonable adjustments to the working environment to ensure all employees are included and can work safely.

IND1

TPBN1_UKTJ

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