Customer Service Executive - Mobile

Focus Group; Birmingham; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Birthday leave

25 days’ holiday + holiday trading

Discounts (retail & gym)

Employee Assistance Programme

Recognition rewards

Overseas trips

Job summary

Focus Group is seeking a Customer Service Executive to join our Mobile team in Shoreham-by-Sea, with the role based in Birmingham. You will be a key contact for our Mobile customers, delivering outstanding service from first contact to resolution.

You’ll handle queries by phone, email and in person, resolve billing and technical issues, manage complaints and strive for one-call resolution while building lasting relationships.

Qualifications

• Experience in customer service
• Experience handling complaints, billing or technical queries is a bonus
• CRM experience and MS Office knowledge beneficial

Responsibilities

• Handle queries across phone, email and face-to-face
• Resolve billing, technical and service queries
• Manage complaints and find solutions that leave customers heard and valued
• Aim for one call resolution and take ownership of issues
• Build strong relationships through empathy and communication
• Collaborate with Sales, suppliers and mobile networks to resolve issues
• Keep customer information up to date and adhere to SLAs

Skills

Customer service

Complaint handling

Billing support

Technical queries

CRM experience

MS Office

Tools

MS Office

Job description

Are you working in a mobile phone store and looking for your next career move? Or do you have experience answering customer queries for a telecommunications company? If so, we want to hear from you.

Customer Service Executive | Deliver Outstanding Customer Service & Build Lasting Relationships

£25,000 - £27,000 | Birmingham | Full Time - Monday - Friday 9am-5.30pm

(Internal Job Level Reference: Associate)

Keep customers happy. Solve problems. Build relationships that last.

Great customer service starts with great people.

At Focus Group, we believe work should be about more than just a job. Our CEO lives and breathes three simple words: Earn, Learn and Have Fun - that’s exactly what we want our people to experience.

We’re a fast-growing technology business providing tailored IT solutions to businesses across the UK. With a £1bn valuation, 30,000+ customers, 1,300+ employees and 20 offices, there’s a lot happening at Focus Group and we’re just getting started.

Now we're looking for a Customer Service Executive to join our Mobile team in Shoreham-by-Sea.

What you'll be doing

You’ll be one of the key people our Mobile customers turn to, making sure they receive an outstanding experience from start to finish.

You’ll:

• Handle customer queries across phone, email and face-to-face
• Resolve billing, technical and service queries
• Manage complaints and find solutions that leave customers feeling heard and valued
• Aim for 'one call resolution', taking ownership of issues wherever possible
• Build strong customer relationships through empathy and excellent communication
• Work closely with our Sales team, suppliers and mobile networks to get things resolved
• Keep customer information and tasks up to date and work within agreed SLAs

It’s a busy role, so you’ll need to be comfortable juggling priorities, staying calm under pressure and taking ownership when things don’t go to plan.

What makes you a great fit?

We’re looking for someone who:

Genuinely cares about customers and wants to deliver a great experience

Communicates brilliantly and has a confident, professional telephone manner

Loves solving problems and doesn’t give up when things get complicated

Is organised and resilient, with the ability to manage a busy workload

Works well with others and brings positive energy to the team

You’ll ideally have previous customer service experience, with experience handling complaints, billing or technical queries being a bonus. CRM experience and good knowledge of Microsoft Office would also be beneficial.

But we’re more interested in your attitude than ticking every box.

Why Focus Group?

We’re ambitious, we’re growing, and we want our people to grow with us.

You’ll join a team where learning is encouraged, achievements are recognised and having fun is genuinely part of our culture. Whether that’s developing your skills in your current role or taking your career in a completely new direction, there are opportunities to grow throughout the business.

Our values guide everything we do:

Respect | Integrity | Teamwork | Ambition

And while we work hard to deliver brilliant results for our customers, we believe you should enjoy the journey too.

What else is included?

• Birthday leave
• 25 days’ holiday + holiday trading
• 100s of retail & gym discounts
• Employee Assistance Programme
• Recognition rewards, including overseas trips
• Plus plenty more...

We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.