Hybrid Call Handler: Service Desk Specialist

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

Benefits offered by this job

Holiday allowance: 24 days + BH + bday

Hybrid working options

Enhanced parental leave

Volunteer day

Company-wide benefits

Job summary

Focus Group in Shoreham-by-Sea is hiring a Call Handler on a fixed-term basis until 25 December 2026. The role sits in the Service Desk within Service Operations, offering £25,000 per year and hands-on experience in a busy, growing tech services company.

You will handle customer calls, log issues, diagnose, escalate when needed, and log cases with accuracy while meeting SLAs and maintaining high service standards.

Qualifications

• Experience in handling customer calls with a focus on resolving issues promptly.
• Ability to follow processes, log cases accurately and meet SLAs.
• Excellent written and verbal communication and a calm, reassuring approach.

Responsibilities

• Handle incoming customer calls and respond promptly to targets and personal goals.
• Diagnose and log issues, escalate when needed, and follow up until resolution.
• Keep cases updated per company protocols and manage outstanding cases.
• Pass cases to next support level with time to meet SLAs.
• Follow quality systems and promote continuous improvement.
• Contribute to overall service operations success.

Skills

Customer service mindset

Telephone manner

Clear communication

Analytical thinking

Multi-tasking

Numeracy

Attention to detail

Adaptability

Team collaboration

Issue logging

Job description

Focus Group in Shoreham-by-Sea is hiring a Call Handler on a fixed-term basis until 25 December 2026. The role sits in the Service Desk within Service Operations, offering £25,000 per year and hands-on experience in a busy, growing tech services company.

You will handle customer calls, log issues, diagnose, escalate when needed, and log cases with accuracy while meeting SLAs and maintaining high service standards.