Call Handler- Contract until 31st October 2026

(Internal Job Level Reference : Associate )

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Join our dynamic and fast-paced team as a Call Handler! We're looking for enthusiastic individuals to thrive in a busy environment with high workloads. If you're ready to take on the challenge and make a difference, we want you on our team! In this role, you'll be responsible for delivering exceptional customer support to Focus Group customers.

• →Handle incoming customer queries via phone calls. Ensure timely responses in accordance with agreed targets and personal performance goals.
• →Accurately diagnose and log customer issues. Escalate cases, ensuring proper follow up until resolution.
• →Maintain and update cases in line with company protocols, ensuring outstanding cases are managed according to established guidelines.
• →Ensure cases are escalated to the next support level with sufficient time remaining under the agreed Service Level Agreements (SLAs).
• →Adhere to and contribute towards the company’s quality systems and processes, ensuring they are consistently maintained. Actively promote best practices and continuous service improvement within the team.

• Strong customer service orientation with excellent telephone manner and communication skills.
• Proven ability to follow processes and build trust with customers through clear and reassuring communication.
• Ability to remain calm and composed during challenging situations, instilling confidence in customers while resolving their issues.
• Quickly gather relevant information, analyse issues, and take timely action to resolve customer queries.
• Goal-oriented, capable of managing multiple tasks and escalations while maintaining high standards of customer service. Accurate in numeracy, written communication, and data entry.

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.