Call Handler

Focus Group (UK); Shoreham-by-Sea; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid work

Parental leave

Volunteer day

Employee benefits

Job summary

Focus Group is a technology services company based in Shoreham-by-Sea seeking a Call Handler on a fixed-term contract. You will be the friendly voice handling customer calls, logging issues, and guiding them toward resolution in line with SLAs.

The role is a fixed-term contract until 25 December 2026, offering hands-on experience within a growing team and a chance to contribute to service desk operations in Shoreham-by-Sea.

Qualifications

• Strong customer service mindset with excellent telephone manner.
• Clear, reassuring communication and ability to follow processes.
• Calmness in challenging situations and resolve customer issues.

Responsibilities

• Handle incoming customer calls with prompt response to targets.
• Diagnose and log customer issues and escalate when needed.
• Maintain up-to-date cases under company protocols and SLAs.
• Pass cases to next level with time to meet SLAs and resolutions.
• Follow quality systems and contribute to process improvements.
• Support service operations and the wider business.

Skills

Telephone etiquette

Communication

Calm under pressure

Info gathering

Multitasking

Attention to detail

Teamwork

Job description

Call Handler

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, and escalated? Wait
• 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)