Customer Loyalty Specialist

2 weeks ago


Bellshill, North Lanarkshire, United Kingdom Focus Group Full time
Job Title: Customer Loyalty Executive

At Focus Group, we are seeking a highly skilled Customer Loyalty Executive to join our team. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our customers, identifying opportunities to improve customer satisfaction, and developing strategies to increase customer loyalty and retention.

Key Responsibilities:

  • Manage customer leaving notifications and make contact to retain customers where appropriate.
  • Identify moments in a customer journey where churn has become a risk and intervene to prevent customer loss.
  • Conduct relationship reviews to identify areas for improvement and develop service improvement plans.
  • Maintain a knowledge base on high-value accounts and ensure all customer contracts are filed and reported.
  • Coordinate escalation and complaint issues with the appropriate teams.
  • Develop a full understanding of our standard operating procedures and ensure compliance.
  • Cross-sell and generate opportunities through lead generation.

Requirements:

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

About Us:

Focus Group is a leading provider of digital workplace solutions, serving over 30,000 customers across the UK. We are committed to creating an inclusive, collaborative, and rewarding environment where our employees can thrive and make a real difference to our business.

Why Join Us:

We offer a dynamic and fast-paced work environment, opportunities for career growth and development, and a competitive salary and benefits package. If you are passionate about delivering exceptional customer service and building strong relationships, we encourage you to apply for this exciting opportunity.



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