Job Description

Job Title:

Customer Loyalty Executive

Location:

Milton Keynes - Hybrid

Salary:

27,000 - 30,000 DOE

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.


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.


No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

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.

The Company

The Personal Group family offer a range of products help protect, connect, and engage the UK workforce with communication tools, employee benefits, and health insurance plans. Innecto offer specialist pay and reward and employee experience consultancy. Together we provide a full-service solution to help our clients stand out as an employer of choice.



Our mission is to protect the unprotected and connect the unconnected. We want to make work happy, for everyone.



Why? Because when people are happy, they're more productive. And when people feel like they make a difference, they do.



Today we're making work happy for more people than ever before, and we are looking for great people to help create a brighter future for the UK workforce.



Could you be our next great hire?