Focus Group
Customer Loyalty Executive
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Customer Loyalty Executive | Build Lasting Customer Relationships & Improve Retention
Location: Glasgow, Bellshill Contract: Hybrid Working (After Probation) Salary: Up to £25k + Up to £1k Monthly Bonus (OTE £35k)
Company: Focus Group Valuation: £1bn Employees: 1,300+ across 20 UK offices Customers: 30,000+ Awards: UK's Best 100 Companies to Work For 2021, BVCA Vision Award Winner 2023
Keep customers happy and loyal—your retention skills protect revenue and improve service.
Job Purpose
As a Customer Loyalty Executive in the Glasgow, Bellshill office, you’ll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. You’ll engage with customers who are considering leaving or showing signs of dissatisfaction, helping to resolve their concerns and strengthen relationships.
This is a proactive retention role. You’ll:
- Strengthen relationships
- Resolve service issues
- Demonstrate the value of staying with Focus Group.
Day-to-Day Responsibilities
- Contacting customers who’ve submitted leaving notifications or showing churn risk
- Conducting retention conversations to understand:
- What’s gone wrong
- How to fix it
- Running relationship reviews when service falls short of expectations
- Creating and implementing service improvement plans
- 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 challenging conversations with frustrated or unhappy customers, focusing on turning situations around and rebuilding trust.
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Who We’re Looking For
Essential
- Strong communicator, skilled at handling retention conversations professionally
- Problem-solver who identifies root causes and proposes solutions
- Resilient and able to stay calm under pressure with unhappy customers
- Empathetic listener with a genuine desire to help customers succeed
- Highly organised, capable of managing multiple at-risk accounts simultaneously
- Commercially aware: understands that retention = revenue retention
Experience
- Proven customer service experience, ideally with direct handling of complaints or escalations
- Excellent phone manner and ability to de-escalate situations
- Experience of working under pressure and multitasking efficiently
- Strong organizational skills with keen attention to detail
- Passion for turning negative experiences into positive outcomes
Desirable
- Experience in retention, loyalty, or account recovery roles
- B2B background (ideally in technology, telecoms, or IT services)
- CRM system experience
- Proven track record of successfully retaining at-risk customers
Next Steps
Prepare to share real examples of your past work:
- Former experience handling customer complaints or retention situations
- A time you saved an at-risk customer or successfully turned around a difficult situation
- Your specific interest in customer retention and loyalty work
- How you maintain resilience when dealing with frustrated customers
Interview Process (Subject to change)
- Phone Screening (30 mins)
- Teams Interview with Head of Customer Loyalty (1 hour)
- Final Stage: In-Person Interview with a team member
Our Learning & Development Philosophy
"Never let the requirements hold you back!" Focus Group values passion, potential, and a willingness to learn as much as traditional experience.
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We are a fast-paced, growing environment. If you’re excited about business development and helping companies succeed with technology, apply—even if you don’t fulfill every box.
an inclusive, collaborative, and rewarding workplace that inspires you to do your best and make a real difference.
Ready to grow? Focus Group will support you with:
Company Culture & 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 – Always strive to be the best you can be
Recognised for award-winning culture:
- UK’s Best 100 Companies to Work For 2021
- BVCA 2023 Vision Award Winner for ESG commitment
Our Benefits
Work-Life Balance
- 24 days annual leave (+ bank holidays); increments with tenure
- Holiday Trading Windows: buy/sell holidays (up to 5 days)
- Extra days for birthdays and volunteering
Wellbeing Support
- Focus Xchange: Retailer discounts and peer-nominated reward scheme
- Employee Assistance Programme: access to free mental health support
- Interest-Free Travel Loan: available to staff
Flexible Working
- Hybrid working policy, fully supported post-probation
Collaboration & Growth
- Regular company socials and team events
Ready to make an impact? Apply today—we welcome all candidates and are happy to discuss reasonable adjustments for accessibility.
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