Call Handler- Contract until 31st October 2026

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry. Join our dynamic and fast-paced team as a Call Handler! We're looking for enthusiastic individuals to thrive in a busy environment with high workloads. If you're ready to take on the challenge and make a difference, we want you on our team! In this role, you'll be responsible for delivering exceptional customer support to Focus Group customers.

Responsibilities

Delivering exceptional customer support to Focus Group customers; Handle incoming customer queries via phone calls; Ensure timely responses in accordance with agreed targets and personal performance goals; Accurately diagnose and log customer issues; Escalate cases, ensuring proper follow up until resolution; Maintain and update cases in line with company protocols, ensuring outstanding cases are managed according to established guidelines; Ensure cases are escalated to the next support level with sufficient time remaining under the agreed Service Level Agreements (SLAs); Adhere to and contribute towards the company’s quality systems and processes, ensuring they are consistently maintained; Actively promote best practices and continuous service improvement within the team

Requirements

Strong customer service orientation with excellent telephone manner and communication skills; Proven ability to follow processes and build trust with customers through clear and reassuring communication; Ability to remain calm and composed during challenging situations, instilling confidence in customers while resolving their issues; Quickly gather relevant information, analyse issues, and take timely action to resolve customer queries; Goal-oriented, capable of managing multiple tasks and escalations while maintaining high standards of customer service; Accurate in numeracy, written communication, and data entry

Nice to have

Passion; Potential

Benefits

24 days holiday plus bank holidays and a special day off for your birthday; Paid volunteering days; Refer a Friend scheme; Regular social events