[FULL TIME Remote] Customer Retention Specialist
Unlock your potential with a new role at workwarp as a Customer Retention Specialist! Embrace a modern work style with this fully Remote opportunity. This position requires a strong and diverse skillset in relevant areas to drive success. This straightforward role comes with a dependable salary of a competitive salary. Â Â Job Title: Please Note That Official Job Title For The Role Is Customer Loyalty Executive
Reporting to: Customer Loyalty Team Leader
Location: Glasgow Or Carlisle Offices (Hybrid Flexible Working)
Salary: up to £25,000 + up to £1,000pcm Commission / Bonus (OTE Circa £35k)
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 UKÂs fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of BritainÂs private company Âunicorns after securing a new $1bn valuation. Our... recent investment from PE backers, Hg, will support Focus GroupÂs 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 responsible for contacting customers to establish what issues they are facing and how we may resolve. Ensuring improved customer service and the correct products and services are in use. They will respond to certain moments and requests in a customer journey to maintain loyalty and ultimately reduce the chance of churn whilst increasing the opportunity for customer renewals.
Responsibilities
 Ensure customer leaving notifications are managed correctly, including making contact to retain customers where appropriate.
 Identify moments in a customer journey with Focus where churn has become a risk and intervention is required
 Carry out a relationship review when required where churn has become a risk, leading to service improvement plans, including the introduction of new solutions where appropriate
 Maintain a knowledge base on all high value accounts and ensure all customer contracts are filed, maintained and reported in order to trigger key customer retention events.
 Co-ordinate escalation and complaint issues with the appropriate teams where required
 Increase customer confidence and ultimately loyalty with an introduction to Âvalue add services available to customers
 Develop a full and detailed understanding of the standard operating procedures in our business
 Cross selling and generate opportunities through lead generation where appropriate
Skills
 Proven track record in the delivery of exceptional customer service
 Excellent communication skills, in particular over the phone
 Ability to plan and run meetings with decision makers
 Passion for always providing excellent customer service, with experience in relationship building
 Experience in multitasking and working under pressure
 Highly organised
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.
WeÂre proud to have built an outstanding place to work where people thrive and are recognised for their achievements. WeÂre delighted to have been named one of the UKÂs 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.
 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
 Holiday Trading Windows - buy & sell up to five days holiday
 Birthday Leave
 Volunteering Days
 Focus Xchange - Retailer discounts and peer-nominated reward scheme
 Employee Assistant Program - Free mental health support
 Interest-Free Travel Loan
 Hybrid Working Policy - Post Probation
 Regular Company Social Events
IND1 Apply Job! Don't Hesitate, Apply!Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!
Apply Now
Reporting to: Customer Loyalty Team Leader
Location: Glasgow Or Carlisle Offices (Hybrid Flexible Working)
Salary: up to £25,000 + up to £1,000pcm Commission / Bonus (OTE Circa £35k)
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 UKÂs fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of BritainÂs private company Âunicorns after securing a new $1bn valuation. Our... recent investment from PE backers, Hg, will support Focus GroupÂs 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 responsible for contacting customers to establish what issues they are facing and how we may resolve. Ensuring improved customer service and the correct products and services are in use. They will respond to certain moments and requests in a customer journey to maintain loyalty and ultimately reduce the chance of churn whilst increasing the opportunity for customer renewals.
Responsibilities
 Ensure customer leaving notifications are managed correctly, including making contact to retain customers where appropriate.
 Identify moments in a customer journey with Focus where churn has become a risk and intervention is required
 Carry out a relationship review when required where churn has become a risk, leading to service improvement plans, including the introduction of new solutions where appropriate
 Maintain a knowledge base on all high value accounts and ensure all customer contracts are filed, maintained and reported in order to trigger key customer retention events.
 Co-ordinate escalation and complaint issues with the appropriate teams where required
 Increase customer confidence and ultimately loyalty with an introduction to Âvalue add services available to customers
 Develop a full and detailed understanding of the standard operating procedures in our business
 Cross selling and generate opportunities through lead generation where appropriate
Skills
 Proven track record in the delivery of exceptional customer service
 Excellent communication skills, in particular over the phone
 Ability to plan and run meetings with decision makers
 Passion for always providing excellent customer service, with experience in relationship building
 Experience in multitasking and working under pressure
 Highly organised
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.
WeÂre proud to have built an outstanding place to work where people thrive and are recognised for their achievements. WeÂre delighted to have been named one of the UKÂs 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.
 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
 Holiday Trading Windows - buy & sell up to five days holiday
 Birthday Leave
 Volunteering Days
 Focus Xchange - Retailer discounts and peer-nominated reward scheme
 Employee Assistant Program - Free mental health support
 Interest-Free Travel Loan
 Hybrid Working Policy - Post Probation
 Regular Company Social Events
IND1 Apply Job! Don't Hesitate, Apply!Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!
Apply Now