Hybrid Customer Loyalty & Retention Specialist

Focus Group; Shoreham-by-Sea; Hybrid; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Hybrid working post probation

24 days annual leave + bank holidays

Birthday Leave

Volunteering Days

Employee Assistant Program - mental健康支

Holiday trading windows

Travel loan

Job summary

Focus Group is seeking a Customer Loyalty Executive in Shoreham By-Sea to protect revenue by retaining at-risk customers and addressing churn signals. You will run retention conversations, understand root causes, and create improvement plans in partnership with internal teams.

In this hybrid role after probation, you’ll manage high-value accounts, coordinate with teams to resolve issues, and demonstrate the value of staying with Focus Group. Great communication and resilience are essential.

Qualifications

• 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.

Responsibilities

• 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

Skills

Strong communicator

Problem solving

Resilient

Empathetic listener

Highly organized

Commercially aware

Tools

CRM system

Job description

Focus Group is seeking a Customer Loyalty Executive in Shoreham By-Sea to protect revenue by retaining at-risk customers and addressing churn signals. You will run retention conversations, understand root causes, and create improvement plans in partnership with internal teams.

In this hybrid role after probation, you’ll manage high-value accounts, coordinate with teams to resolve issues, and demonstrate the value of staying with Focus Group. Great communication and resilience are essential.