Service Desk Advisor (Contract) - Hybrid

Focus Group; Shoreham-by-Sea; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Holiday entitlement 24 days

Hybrid options

Enhanced parental leave

Volunteer day

Company benefits

Job summary

Focus Group is seeking a Call Handler on a fixed-term contract in Shoreham-by-Sea. You will be the friendly voice for customers, logging and moving issues toward resolution. This role runs until 25 December 2026, offering hands-on experience in a growing tech services environment.

The position reports to Service Operations and comes with a hybrid-friendly benefits package and a supportive team culture. Salary is £25,000 per year, with standard company processes and SLAs in place.

Qualifications

• Experience delivering excellent customer service by phone.
• Ability to follow documented processes and escalate when needed.
• Strong verbal and written communication with customers.
• Ability to remain calm and professional in challenging situations.
• Strong numerical accuracy and data-entry skills.
• Good organisational skills and attention to detail.

Responsibilities

• Handle incoming customer calls promptly to meet targets.
• Diagnose and log issues, escalating with proper follow‑up.
• Keep cases updated per company protocols and SLAs.
• Pass cases to next support level with time to resolve.
• Contribute to quality systems and continuous improvement.
• Support service operations to help the business grow.

Skills

Customer service mindset

Telephone etiquette

Ability to follow processes

Clear communication

Calm under pressure

Attention to detail

Multi-tasking

Data entry accuracy

Team collaboration

Customer issue diagnosis

Job description

Focus Group is seeking a Call Handler on a fixed-term contract in Shoreham-by-Sea. You will be the friendly voice for customers, logging and moving issues toward resolution. This role runs until 25 December 2026, offering hands-on experience in a growing tech services environment.

The position reports to Service Operations and comes with a hybrid-friendly benefits package and a supportive team culture. Salary is £25,000 per year, with standard company processes and SLAs in place.