Customer Service Executive - Mobile

Focus Group; Shoreham-by-Sea; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Birthday leave

25 days’ holiday + holiday trading

100s of retail & gym discounts

Employee Assistance Programme

Recognition rewards, including海外 trips

Job summary

Focus Group in Shoreham-by-Sea is seeking a Customer Service Executive to deliver outstanding service and build lasting relationships with mobile customers. The role covers multi-channel queries, billing and technical issues, and aims for first-call resolution while maintaining calm, professional communication.

You will join a fast-growing technology business with strong values and a culture of learning, recognition, and career growth.

Qualifications

• Previous customer service experience preferred.
• Experience handling billing, technical queries or complaints is a bonus.
• CRM experience and MS Office knowledge beneficial.
• Attitude matters more than ticking every box.

Responsibilities

• Handle customer queries across phone, email and face-to-face.
• Resolve billing, technical and service questions.
• Manage complaints and find solutions that leave customers heard and valued.
• Aim for one-call resolution and own issues where possible.
• Build strong relationships through empathy and clear communication.

Skills

Customer service

Communication

Problem solving

Organisational skills

Teamwork

Tools

CRM

Microsoft Office

Job description

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

£25,000 - £27,000 | Shoreham-by-Sea | Full Time

(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 welcome all applications.

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