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.

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.

• 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

• 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

• 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

• 24 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