Customer Service Executive Mobile

Focus Group; Birmingham; Hybrid; GBP 25,000; Full time

Job summary

Focus Group is seeking a Customer Service Executive for their Mobile division, offering a salary of up to £25,000 and a performance-based bonus. The ideal candidate will expect to deliver exceptional customer service, support the sales team, and build positive relationships while managing various customer interactions in a hybrid work environment. Join a people-first culture that values collaboration and development.

Benefits

Yearly performance-based bonus

Supportive team environment

Career growth opportunities

Customer-first culture

Qualifications

• Experience handling customer queries in a service environment required.
• Excellent telephone manner and strong admin capabilities necessary.
• Ability to use initiative and make decisions confidently.

Responsibilities

• Provide exceptional service via phone, email, and in person.
• Manage and resolve customer queries and complaints efficiently.
• Support the mobile sales team with updates and coordination.

Skills

Customer Focus

Communication Skills

Problem Solving

Teamwork

Multitasking

Time Management

Job description

Job Title - Customer Service Executive Mobile

Reports to - Customer Support and Billing Manager

Salary - Up to £25,000 + yearly performance based bonus

Location - Hybrid Any Focus Group Office / Remote

Join Focus Group as a Customer Service Executive – Mobile

Who we are

At Focus Group, we believe that people are at the heart of every great customer experience. As a leading provider of IT and telecoms solutions, our Mobile division continues to grow – and we’re passionate about delivering an exceptional experience to every customer.

We’re on the lookout for a Customer Service Executive to join our vibrant Mobile Customer Service team. In this role, you’ll be the voice of Focus Mobile – supporting our customers, solving problems, and making a genuine difference every day. If you’re confident, customer-focused, and love finding solutions, this is the perfect opportunity to build your career with a company that puts service first.

What we’re looking for

We’re looking for someone who puts the customer at the heart of everything they do. You’ll be proactive, positive, and ready to take ownership of queries while keeping things calm, professional, and helpful – no matter how busy the day gets.

You’ll be:
A confident communicator who thrives in a fast-paced service environment
Empathetic and patient, with a natural flair for resolving issues
Highly organised with a great attention to detail
A multitasker who stays calm under pressure
Team-oriented with a positive, can-do attitude

What’s in it for you?

• Customer-first culture – Join a team that’s passionate about delivering excellence in every interaction
• Supportive team – Be part of a collaborative and friendly environment where your efforts are recognised
• Career growth – Gain experience across customer service, technical support, and telecoms
• Variety and pace – No two days are the same – support customers, collaborate with colleagues, and liaise with suppliers
• Trusted voice – Represent the Focus Mobile brand and make a direct impact on customer experience

What will you do?

As a Customer Service Executive – Mobile, you’ll deliver outstanding service and be a key point of contact for both customers and our internal sales team. You’ll handle queries, resolve issues, and build strong, positive relationships across the board.

Key responsibilities include:

• Providing exceptional service via phone, email, and in person
• Managing and resolving customer queries and complaints efficiently and professionally
• Supporting the mobile sales team with updates and coordination
• Escalating technical queries to the relevant teams
• Maintaining accurate and organised records using internal task systems
• Liaising with mobile networks, suppliers, and third-party partners
• Working to SLAs and individual/team targets
• Monitoring call queues and keeping waiting times low
• Identifying process improvements and contributing ideas for better service
• Championing customer needs and building lasting relationships
• Supporting internal communication with other departments as needed

What you’ll need

• Excellent telephone manner and communication skills
• Experience handling customer queries in a service environment
• Strong organisational and time management skills
• High attention to detail with strong admin capabilities
• Ability to use initiative and make decisions confidently
• Effective multitasking in a fast-paced environment
• Experience dealing with billing queries
• A strong work ethic and a commitment to punctuality and deadlines

Why join Focus Group?

We’re a people-first business, and our Customer Service team is central to our success. At Focus Group, you’ll find a collaborative, inclusive culture where your voice is heard, your work is valued, and your development matters. Join us, and be part of something that’s truly customer-focused.

Focus Group are committed to ensuring protection for all personal information that we hold, and to provide and protect all data. All staff share in this responsibility and must take appropriate steps in protecting all data. All incidents or risks that may impact this protection must be reported to their manager or to the Data Protection Officer.