Call Handler- Contract until 31st October 2026

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

Benefits offered by this job

Generous Holidays

Volunteer days

Referral Rewards

Social Events

Job summary

Focus Group in the United Kingdom is seeking a proactive Call Handler to join our busy customer support team in Shoreham-by-Sea. This contract role runs until 31 October 2026 and offers a salary up to £25,000, with the chance to help resolve customer queries and maintain high service levels.

The role emphasizes clear communication, accurate data entry, and timely escalation where needed to meet SLAs. Join Focus Group to enjoy generous holidays, volunteering days, and referral rewards while

Qualifications

• Strong customer service orientation with telephone manner.
• Ability to follow processes and log issues clearly.
• Capable of handling multiple tasks while maintaining high service standards.

Responsibilities

• Handle incoming customer queries via phone and meet targets.
• Diagnose and log issues; escalate and follow up until resolution.
• Maintain and update cases per company protocols and guidelines.
• Ensure escalations occur before SLAs expire and with enough time remaining.
• Promote quality systems and continuous service improvements within the team.

Skills

Customer service

Telephone manners

Communication skills

Issue logging

Data entry

Multi-tasking

Job description

We’re Hiring – Call Handler- Contract until 31st October 2026

Salary – Up to £25,000

Location – Shoreham-by-Sea

(Internal Job Level Reference : Associate )

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:

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.

Key Responsibilities:

• 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.

Skills & Experience:

• 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.

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.