At a Glance
- Tasks: Be the friendly voice helping customers resolve their issues over the phone.
- Company: Join a rapidly growing tech company valued at $1bn.
- Benefits: Enjoy 24 days holiday, hybrid working, and enhanced family leave.
- Other info: Collaborative team culture with opportunities for personal growth.
- Why this job: Gain hands-on experience in a dynamic environment until December 2026.
- Qualifications: Strong customer service skills and ability to stay calm under pressure.
The predicted salary is between 25000 - 25000 £ per year.
Department: Service Operations
Employment Type: Contract
Location: Shoreham-by-Sea
Compensation: £25,000 / year
Description
Call Handler (Fixed Term Contract) Shoreham-by-Sea | £25,000 equivalent | Fixed Term Contract until 25 December 2026
Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we're scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.
We're looking for a Call Handler to join our Service Desk team in Shoreham-by-Sea. When something isn't working for one of our valued customers, you'll be the friendly, reassuring voice on the other end of the phone, making sure their issue is understood, logged and moving towards a resolution. This is a fixed term role until 25 December 2026, so it's a great way to gain hands-on experience in a busy, growing business.
Key Responsibilities
- Handle incoming customer calls, responding promptly in line with agreed targets and your personal performance goals
- Accurately diagnose and log customer issues
- Keep your cases up to date in line with company protocols, and manage outstanding cases according to our guidelines
- Pass cases to the next level of support with enough time left to meet our Service Level Agreements (SLAs)
- Follow and contribute to our quality systems and processes, helping to keep them consistent
- Promote best practice and continuous improvement within the team
- Contribute to the overall success of the service operations department and the company
Skills, Knowledge and Expertise
- A strong customer service mindset, with an excellent telephone manner and communication skills
- A proven ability to follow processes and build trust through clear, reassuring communication
- The ability to stay calm in challenging situations and give customers confidence while you resolve their issues
- A quick, analytical and methodical approach to gathering information, spotting the problem and taking timely action
- The ability to manage multiple tasks and escalations while keeping customer service standards high
- Accuracy in numeracy, written communication and data entry
- Adaptability when processes and procedures change
- Clear communication with both customers and colleagues, adjusting your style to suit your audience, whether spoken or written
- Strong organisation, attention to detail and the ability to prioritise tasks to meet deadlines
- A collaborative approach, including listening actively, sharing knowledge and contributing to team success
- A willingness to go above and beyond for our customers and the business
Benefits
- Holiday Allowance - 24 days + bank holidays + birthday leave.
- Hybrid working options - performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day * regular charity events.
- Wider company benefits across health, financial wellbeing, Pension etc.
Call Handler employer: Focus Group (UK)
Focus Group (UK) is an attractive employer due to its commitment to employee development and a supportive work culture. The company offers competitive salaries and hybrid working options, allowing for a balanced work-life experience. Employees are encouraged to grow within their roles and contribute to the company's mission of delivering exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Focus Group (UK). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Focus Group (UK) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Focus Group (UK):Your cover letter is your chance to shine! Tell us why you want to work at Focus Group (UK) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Focus Group (UK)!
How to prepare for a job interview at Focus Group (UK)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
