Job Title: Customer Loyalty Executive
Location: Milton Keynes – Hybrid
Salary: £27,000 - £30,000 DOE – The role also comes with a bonus of up to £1,000 per quarter depending on performance.
Contract Type: Permanent
As a Customer Loyalty Executive, this role will be about delivering exceptional service to Personal Group customers, using your knowledge of our benefits to support and retain business.
You’ll handle customer enquiries confidently and professionally, building strong relationships that benefit our clients, customers, and colleagues.
We are looking for candidates with sales experience as you’ll also communicate benefit packages and, where appropriate, sell PG insurance products via inbound and outbound calls. Identifying up-sell and cross-sell opportunities, you'll work to achieve targets while ensuring customers are fully informed and treated fairly in line with regulatory requirements.
Your Responsibilities Will Include
* Retaining customers by understanding their needs and delivering tailored, confident support.
* Handle a range of customer enquiries (e.g. policy changes, cancellations, premiums) in line with FCA and company standards.
* Deliver compliant, customer-specific product presentations when required.
* Proactively develop product knowledge, including all Personal Group plans and platforms (e.g. Hapi).
* Collaborate with internal teams to ensure positive customer outcomes.
* Escalate complaints appropriately, with an understanding of FOS SLA requirements.
* Contribute to team performance and consistently meet KPIs.
* Maintain quality standards across complaints, audits, and customer feedback.
* Ensure compliance with FCA principles, Consumer Duty, TCF, and other relevant regulations.
Experience And Knowledge You Will Need For The Role
* Experience in a target-driven customer service environment.
* Sales experience is preferred.
* Confident handling both inbound and outbound customer calls.
* Ability to resolve customer queries at first point of contact.
* Skilled at gathering and assessing information to deliver tailored solutions.
* Intermediate numeracy skills – comfortable working with statistics, premiums, and claims.
* Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
* Experience in a regulated environment (FCA, DPA) is a plus – training provided if not.
* Able to analyse data, identify trends, and recommend actions.
* Strong multitasking skills and ability to meet tight deadlines.
Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team.
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