At a Glance
- Tasks: Be the go-to person for customers, ensuring top-notch ICT service delivery.
- Company: Join Focus Group, a fast-growing tech provider empowering over 30,000 businesses.
- Benefits: Enjoy 24 days holiday, paid volunteering days, and referral rewards.
- Other info: Diverse culture with opportunities for personal and professional growth.
- Why this job: Make a real impact while driving business growth in a dynamic environment.
- Qualifications: Strong communication skills and customer relationship management experience required.
The predicted salary is between 25000 - 28000 £ per year.
Salary – Up to £45,000 (DOE)
Location - Shoreham, Birmingham, Derby or Manchester (Hybrid)
Travel - Occasional travel will be required
Key Benefits:
- Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Give Back: Enjoy paid volunteering days to support causes you care about.
- Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
- Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
About Us:
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.
Job Purpose:
We’re looking for a Service Delivery Specialist to act as the primary point of contact for assigned customers, ensuring ICT services are delivered consistently, professionally, and in line with agreed service levels. The role combines strong customer relationship management with proactive service governance, driving continuous improvement and a high-quality customer experience throughout the service lifecycle.
Key Responsibilities:
- Serve as the primary contact point for named customer accounts
- Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
- Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
- Establish and maintain clear, professional relationships internally and with customer stakeholders
- Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained
- Support communication and aid with planned works and maintenance activities
- Maintain awareness of complaint handling processes and track customer complaints through to resolution
- Maintain Service Operations Manuals or customer profile documents for named accounts
- Maintain accurate records of delivered services and customer interactions in appropriate systems
- Ensure contractual Service Level Agreements (SLAs) are reported against and managed, progressing any service credits payable in line with contractual terms
Skills & Experience:
- Ability to manage multiple priorities in a fast-paced environment
- Excellent telephony skills with strong communication abilities, both written and verbal
- Customer-facing experience at all levels with proven track record in customer relationship management
- Effective collaboration with team members across different locations using virtual communication tools
- Strong administrative and reporting skills
- Understanding of risk management for protecting clients and service providers
- Broad technical understanding of IT infrastructure, Cloud services, networking, and security
- Strong communication and stakeholder management skills at various levels
- Experience operating in a fast-changing environment
- Familiarity with service management tools (e.g., ServiceNow, Monday.com, ITGlue etc)
- Ability to influence stakeholders and impact decision outcomes with persuasive communication
- Experience integrating service performance data from various sources to identify trends and create improvement plans
- Experience managing service delivery using SLAs, KPIs, and proactive engagement
Nice to Have:
- ITIL 4 Foundation certification with familiarity in Incident Management, Change and Release Management, Problem resolution, and Service/Help Desk operations
- Experience working within a high-growth IT Managed Services Provider (MSP)
- Exposure to Cloud and/or Communication technology sectors
Don’t worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you. At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help. Ready to make a real impact? Apply now!
Service Delivery Specialist employer: Focus Group
Focus Group is an exceptional employer that prioritises employee growth and development within the dynamic field of cyber security. With a remote-first work culture, employees enjoy flexibility while being part of a supportive team that values innovation and collaboration. The company offers competitive salaries and a commitment to investing in its workforce, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Focus Group. 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 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 Service Delivery Specialist
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:Your cover letter is your chance to shine! Tell us why you want to work at Focus Group 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!
How to prepare for a job interview at Focus Group
✨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.
