Customer Service Executive

Focus Group; Glasgow; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Holiday entitlement

Hybrid working

Enhanced parental leave

Volunteer day

Benefits package

Job summary

Focus Group in Glasgow is seeking a Customer Service Executive to join our Customer Loyalty team. You’ll handle calls and emails, resolve billing queries, and keep CRM records accurate to ensure each customer experience is smooth and positive.

With hybrid working options and a supportive team, you’ll grow your skills across service, IT, sales and loyalty so you can see where a career with Focus Group could take you.

Qualifications

• Experience in contact centre or customer service
• Excellent phone and written communication, comfortable with numbers
• Able to work calmly and solve problems
• Works well independently and in a team
• Confident using email, Word and CRM systems

Responsibilities

• Answering customer calls and emails
• Getting to the bottom of queries and complaints, including billing and invoices, and putting things right
• Talking with customers thinking of leaving, and working out how we can keep them happy
• Keeping clear records on our CRM system
• Hitting your targets and making every customer experience a good one

Skills

Customer service

Communication

CRM

Numbers

Tools

CRM systems

Microsoft Word

Job description

Department: Customer Loyalty

Location: Glasgow

Compensation: £25,000 / year

Customer Service Executive

Salary: £25,000pa

Location: Bellshill, Glasgow

Hours: Monday - Friday 9am - 5pm

Be the difference. Be part of the team.

Great customer service is about more than answering questions. It’s about finding solutions, building relationships and turning a tricky situation into a great customer experience.

At Focus Group, no two days are quite the same. From helping with billing queries and orders to resolving complaints, you’ll get involved in all sorts of things, working across the business to make sure our customers get the support they need.

And it doesn’t stop there. We believe in helping our people grow, with Customer Service Executives going on to build careers in areas like IT Support, Sales and Customer Loyalty. It’s a chance to learn new skills, discover what you’re good at and see where a career with Focus Group could take you.

You’ll be joining a team that looks out for one another, celebrates success and goes the extra mile for our customers. There’s a real sense of togetherness, and everyone plays their part.

What you’ll be doing

• Answering customer calls and emails
• Getting to the bottom of queries and complaints, including billing and invoices, and putting things right
• Talking with customers thinking of leaving, and working out how we can keep them happy
• Keeping clear records on our CRM (customer relationship management) system
• Hitting your targets and making every customer experience a good one

What we’re looking for

• Contact centre or customer service experience
• Great phone and written communication, and comfortable with numbers
• A calm, practical problem solver who can juggle a busy day
• Someone who works well on their own and as part of a team
• Confident using email, Word and CRM systems

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.

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