Call Handler

Focus Group; Shoreham-by-Sea; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday allowance: 24 days + BH + bday

Hybrid working options

Enhanced parental leave

Volunteer day

Company-wide benefits

Job summary

Focus Group in Shoreham-by-Sea is hiring a Call Handler on a fixed-term basis until 25 December 2026. The role sits in the Service Desk within Service Operations, offering £25,000 per year and hands-on experience in a busy, growing tech services company.

You will handle customer calls, log issues, diagnose, escalate when needed, and log cases with accuracy while meeting SLAs and maintaining high service standards.

Qualifications

• Experience in handling customer calls with a focus on resolving issues promptly.
• Ability to follow processes, log cases accurately and meet SLAs.
• Excellent written and verbal communication and a calm, reassuring approach.

Responsibilities

• Handle incoming customer calls and respond promptly to targets and personal goals.
• Diagnose and log issues, escalate when needed, and follow up until resolution.
• Keep cases updated per company protocols and manage outstanding cases.
• Pass cases to next support level with time to meet SLAs.
• Follow quality systems and promote continuous improvement.
• Contribute to overall service operations success.

Skills

Customer service mindset

Telephone manner

Clear communication

Analytical thinking

Multi-tasking

Numeracy

Attention to detail

Adaptability

Team collaboration

Issue logging

Job 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.

Department: Service Operations

Location: Shoreham-by-Sea

Compensation: £25,000 / year

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, and escalated cases with proper follow-up until they're resolved
• 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), the response and resolution times we promise our customers
• 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.

(IND1)

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