Service Desk Call Specialist - Hybrid/Contract

Focus Group (UK); Shoreham-by-Sea; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid work

Parental leave

Volunteer day

Employee benefits

Job summary

Focus Group is a technology services company based in Shoreham-by-Sea seeking a Call Handler on a fixed-term contract. You will be the friendly voice handling customer calls, logging issues, and guiding them toward resolution in line with SLAs.

The role is a fixed-term contract until 25 December 2026, offering hands-on experience within a growing team and a chance to contribute to service desk operations in Shoreham-by-Sea.

Qualifications

• Strong customer service mindset with excellent telephone manner.
• Clear, reassuring communication and ability to follow processes.
• Calmness in challenging situations and resolve customer issues.

Responsibilities

• Handle incoming customer calls with prompt response to targets.
• Diagnose and log customer issues and escalate when needed.
• Maintain up-to-date cases under company protocols and SLAs.
• Pass cases to next level with time to meet SLAs and resolutions.
• Follow quality systems and contribute to process improvements.
• Support service operations and the wider business.

Skills

Telephone etiquette

Communication

Calm under pressure

Info gathering

Multitasking

Attention to detail

Teamwork

Job description

Focus Group is a technology services company based in Shoreham-by-Sea seeking a Call Handler on a fixed-term contract. You will be the friendly voice handling customer calls, logging issues, and guiding them toward resolution in line with SLAs.

The role is a fixed-term contract until 25 December 2026, offering hands-on experience within a growing team and a chance to contribute to service desk operations in Shoreham-by-Sea.