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Customer Engagement Executive

2 months 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 recognized as one of the UK's rapidly expanding independent providers of essential business technology, delivering digital workplace solutions to over 30,000 clients across the UK. From our modest yet ambitious beginnings, we have evolved into a nationwide organization with over 1000 employees across 16 offices and have recently achieved the status of Britain's private company 'unicorns' after securing a new $1bn valuation. Our recent investment from private equity backers, Hg, will bolster Focus Group's organic growth strategy, M&A aspirations, and product development initiatives, enhancing our capacity to provide innovative solutions to businesses of all sizes and sectors.

Job Purpose:

The Customer Loyalty Executive will be tasked with reaching out to clients to identify any challenges they are experiencing and how we can assist in resolving them. This role is crucial in enhancing customer service and ensuring the appropriate products and services are utilized. The executive will respond to specific moments and requests throughout the customer journey to foster loyalty and ultimately minimize the risk of churn while maximizing opportunities for customer renewals.

Responsibilities

  • Manage customer departure notifications effectively, including making contact to retain clients when necessary.
  • Identify critical moments in a customer's journey with Focus where there is a risk of churn and intervention is needed.
  • Conduct relationship reviews when necessary where churn has become a risk, leading to service enhancement 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 organized, 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 add' services available to clients.
  • Develop a thorough understanding of the standard operating procedures within our organization.
  • Engage in cross-selling and generate opportunities through lead generation where appropriate.

Skills

  • Demonstrated history of delivering exceptional customer service.
  • Outstanding communication skills, particularly over the phone.
  • Ability to plan and conduct meetings with decision-makers.
  • Passion for providing excellent customer service, with experience in relationship building.
  • Experience in multitasking and thriving under pressure.
  • Highly organized.

Don't let the requirements hold you back 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 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.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

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