Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
About the role
- Customer Loyalty Executive at Focus Group solving customer issues and preventing churn. Working to retain at-risk customers through strategic communications and relationship management.
Responsibilities
- Contacting customers who've submitted leaving notifications or shown churn signals
- Conducting retention conversations to understand root causes of dissatisfaction
- Delivering relationship reviews and creating service improvement plans
- Coordinating with internal teams to resolve complaints and escalations
- Introducing value-add services that address customer pain points
- Cross-selling and upselling solutions that genuinely improve their experience
- Maintaining detailed records of high-value accounts and contract renewal triggers
- Identifying patterns in customer journeys where intervention prevents churn
Requirements
- Proven track record in customer service or customer-facing roles
- Excellent phone manner and ability to build rapport quickly
- Experience handling complaints, escalations, or difficult conversations
- Strong multitasking abilities and working under pressure
- Organizational skills with attention to detail
- Experience in customer retention, account management, or loyalty roles (Desirable)
- Background in B2B technology, telecoms, or IT services (Desirable)
- Familiarity with CRM systems and customer journey mapping (Desirable)
- Track record of successfully saving at-risk customers (Desirable)
Benefits
- Company pension
- Wellbeing support
- Perks platform with discounts
- Team social events
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