Customer Retention Executive

Customer Retention Executive – Up to £35k OTEBuild Lasting Customer Relationships & Improve RetentionUp to £25k + Up to £1k Monthly Bonus (OTE £35k) | Glasgow, Bellshill | Hybrid Working (After Probation)(Internal Job Level Reference: Associate)Keep customers happy and loyal. Your retention skills protect revenue and improve service.About Focus Group£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, is supporting Focus Group's organic growth plan, M&A ambitions and product development initiatives, so we can keep delivering innovative technology solutions to businesses of every size, shape and sector.About the roleAs a Customer Retention Executive in our Glasgow, Bellshill office, you'll be at the heart of keeping our customers happy and loyal.Spot the early warning signs of a customer who's thinking of leaving, and step in before it's too lateTake the time to properly understand what's gone wrong for unhappy customers, then find a solution that works for themBuild relationships proactively — not just fixing problems as they land, but building loyalty strong enough that customers want to stayHandle challenging conversations with frustrated or unhappy customers, staying calm and professional throughoutListen, rebuild trust, and show customers why staying with Focus Group is the right callWhat we're looking for✅ A strong communicator who can handle retention conversations professionally ✅ A problem solver who gets to the root cause and finds real solutions ✅ Resilient — someone who stays calm and level-headed with unhappy customers ✅ An empathetic listener who genuinely wants to help customers succeed ✅ Commercially aware — you understand that retention equals revenueDon't let the list above put you off. We value passion, potential and a willingness to learn just as much as experience. We're a fast-paced, growing business, and if you're excited about customer relationships and helping companies succeed with technology, we'd love to hear from you — even if you don't tick every box.Benefits24 days annual leave + bank holidays, increasing with length of serviceHoliday trading window — buy and sell up to five days holidayUp to £1k monthly bonus for hitting your retention targetsHybrid working available after probation[Add any further benefits from the live advert or your source doc — e.g. pension, healthcare, discounts — to keep this section complete]Life at Focus GroupWe're proud to have built an outstanding place to work, where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's Best 100 Companies to Work For 2021, and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East, in recognition of our culture and our commitment to ESG (Environmental, Social and Governance) values.At Focus Group, we believe in empowering our people to be their best. We celebrate diversity and encourage applicants from all backgrounds. Need support applying? Just get in touch—we’re happy to make reasonable adjustments to support you.Focus Group are committed to ensuring protection for all personal information that we hold, and to provide and protect all data. All staff share in this responsibility and must take appropriate steps in protecting all data. All incidents or risks that may impact this protection must be reported to their manager or to the Data Protection Officer.Let's connect. Let's grow.

Customer Retention Executive – Up to £35k OTE

Build Lasting Customer Relationships & Improve Retention

Up to £25k + Up to £1k Monthly Bonus (OTE £35k) | Glasgow, Bellshill | Hybrid Working (After Probation)

(Internal Job Level Reference: Associate)

Keep customers happy and loyal. Your retention skills protect revenue and improve service.

About Focus Group

£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, is supporting Focus Group's organic growth plan, M&A ambitions and product development initiatives, so we can keep delivering innovative technology solutions to businesses of every size, shape and sector.

About the role

As a Customer Retention Executive in our Glasgow, Bellshill office, you'll be at the heart of keeping our customers happy and loyal.

• Spot the early warning signs of a customer who's thinking of leaving, and step in before it's too late
• Take the time to properly understand what's gone wrong for unhappy customers, then find a solution that works for them
• Build relationships proactively — not just fixing problems as they land, but building loyalty strong enough that customers want to stay
• Handle challenging conversations with frustrated or unhappy customers, staying calm and professional throughout
• Listen, rebuild trust, and show customers why staying with Focus Group is the right call

What we're looking for

✅ A strong communicator who can handle retention conversations professionally
✅ A problem solver who gets to the root cause and finds real solutions
✅ Resilient — someone who stays calm and level-headed with unhappy customers
✅ An empathetic listener who genuinely wants to help customers succeed
✅ Commercially aware — you understand that retention equals revenue

Don't let the list above put you off. We value passion, potential and a willingness to learn just as much as experience. We're a fast-paced, growing business, and if you're excited about customer relationships and helping companies succeed with technology, we'd love to hear from you — even if you don't tick every box.

Benefits

• 24 days annual leave + bank holidays, increasing with length of service
• Holiday trading window — buy and sell up to five days holiday
• Up to £1k monthly bonus for hitting your retention targets
• Hybrid working available after probation
• [Add any further benefits from the live advert or your source doc — e.g. pension, healthcare, discounts — to keep this section complete]

Life at Focus Group

We're proud to have built an outstanding place to work, where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's Best 100 Companies to Work For 2021, and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East, in recognition of our culture and our commitment to ESG (Environmental, Social and Governance) values.

At Focus Group, we believe in empowering our people to be their best.

We celebrate diversity and encourage applicants from all backgrounds. Need support applying? Just get in touch—we’re happy to make reasonable adjustments to support you.

Focus Group are committed to ensuring protection for all personal information that we hold, and to provide and protect all data. All staff share in this responsibility and must take appropriate steps in protecting all data. All incidents or risks that may impact this protection must be reported to their manager or to the Data Protection Officer.

Let's connect. Let's grow.

Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill. Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times. Leaving you free to focus all your energy on the important stuff. Like growing your business. Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy Let’s connect. Let’s grow.

Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill.

Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times.

Leaving you free to focus all your energy on the important stuff. Like growing your business.

Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy

Let’s connect. Let’s grow.