Customer Loyalty Executive

Customer Loyalty Executive | Build Lasting Customer Relationships & Improve Retention Up to £25k + Up to £1k Monthly Bonus (OTE £35k) | Glasgow, Bellshill | Hybrid Working (After Probation)

Keep customers happy and loyal. Your retention skills protect revenue and improve service.

£1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). 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:

As a Customer Loyalty Executive in our Glasgow, Bellshill office, you'll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. When customers are considering leaving or showing signs of dissatisfaction, you'll step in to understand their concerns and find solutions.

This is a proactive retention role where you'll strengthen relationships, resolve service issues, and demonstrate the value of staying with Focus Group.

Your day-to-day:

• Contacting customers who've submitted leaving notifications or are showing churn risk
• Running retention conversations to understand what's going wrong and how to fix it
• Conducting relationship reviews when service isn't meeting expectations
• Creating service improvement plans and introducing solutions that address their needs
• Coordinating with internal teams to resolve issues and complaints
• Managing high-value account knowledge and contract renewal triggers
• Cross-selling value-add services where they genuinely improve customer experience
• Identifying patterns in customer journeys where intervention prevents churn

You’ll handle some challenging conversations – customers who are unhappy or frustrated – but your goal is to turn those situations around and rebuild trust.

✅ Strong communicator who can handle retention conversations professionally

✅ Problem solver who understands root causes and finds solutions

✅ Resilient and stays calm when dealing with unhappy customers

✅ Empathetic listener who genuinely wants to help customers succeed

✅ Highly organized with ability to manage multiple at-risk accounts

✅ Commercially aware – understands retention equals revenue

Essential:

• Proven customer service experience, ideally handling complaints or escalations
• Excellent phone manner and ability to de-escalate situations
• Experience working under pressure and multitasking
• Strong organizational skills with attention to detail
• Passion for turning negative situations into positive outcomes

Desirable:

• Experience in retention, loyalty, or account recovery roles
• B2B background, ideally in technology, telecoms, or IT services
• CRM system experience
• Track record of successfully retaining at-risk customers

Tell us about:

• Your experience handling customer complaints or retention situations
• A time you saved an at customer or turned around a difficult situation
• Why you're interested in customer retention and loyalty work
• How you stay resilient when dealing with unhappy customers

The Process: (Subject to change based on logistics and availability)

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

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…