Focus Group

Telecoms, IT, and cybersecurity solutions provider

Call Handler

Customer SupportUpdated on Nov 13

Full-timeShoreham-by-Sea, UK£25k /yrHybrid

About the Job

Requirements

A strong customer service mindset, an excellent telephone manner, and communication skills.
A proven ability to follow processes and build trust through clear, reassuring communication.
The ability to stay calm in challenging situations and give customers confidence while resolving their issues.
A quick, analytical, and methodical approach to gathering information, identifying problems, and taking timely action.
The ability to manage multiple tasks and escalations while maintaining high customer service standards.
Accuracy in numeracy, written communication, and data entry.
Adaptability when processes and procedures change.
Clear communication with customers and colleagues, adjusting communication style to the audience and whether the communication is spoken or written.
Strong organisation, attention to detail, and the ability to prioritise tasks to meet deadlines.
A collaborative approach, including active listening, sharing knowledge, and contributing to team success.
A willingness to go above and beyond for customers and the business.

Responsibilities

Handle incoming customer calls, responding promptly in line with agreed targets and personal performance goals.
Accurately diagnose and log customer issues, and escalate cases with proper follow-up until they are resolved.
Keep cases up to date in line with company protocols, and manage outstanding cases according to company guidelines.
Pass cases to the next level of support with enough time left to meet Service Level Agreements (SLAs), the response and resolution times promised to customers.
Follow and contribute to quality systems and processes, helping to keep them consistent.
Promote best practice and continuous improvement within the team.
Contribute to the overall success of the service operations department and the company.

Call Handler (Fixed Term Contract)

Shoreham-by-Sea | £25,000 equivalent | Fixed Term Contract until 25 December 2026

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.

We’re looking for a Call Handler to join our Service Desk team in Shoreham-by-Sea. When something isn’t working for one of our valued customers, you’ll be the friendly, reassuring voice on the other end of the phone, making sure their issue is understood, logged and moving towards a resolution. This is a fixed term role until 25 December 2026, so it’s a great way to gain hands-on experience in a busy, growing business.

Handle incoming customer calls, responding promptly in line with agreed targets and your personal performance goals
Accurately diagnose and log customer issues, and escalate cases with proper follow-up until they’re resolved
Keep your cases up to date in line with company protocols, and manage outstanding cases according to our guidelines
Pass cases to the next level of support with enough time left to meet our Service Level Agreements (SLAs), the response and resolution times we promise our customers
Follow and contribute to our quality systems and processes, helping to keep them consistent
Promote best practice and continuous improvement within the team
Contribute to the overall success of the service operations department and the company

A strong customer service mindset, with an excellent telephone manner and communication skills
A proven ability to follow processes and build trust through clear, reassuring communication
The ability to stay calm in challenging situations and give customers confidence while you resolve their issues
A quick, analytical and methodical approach to gathering information, spotting the problem and taking timely action
The ability to manage multiple tasks and escalations while keeping customer service standards high
Accuracy in numeracy, written communication and data entry
Adaptability when processes and procedures change
Clear communication with both customers and colleagues, adjusting your style to suit your audience, whether spoken or written
Strong organisation, attention to detail and the ability to prioritise tasks to meet deadlines
A collaborative approach, including listening actively, sharing knowledge and contributing to team success
A willingness to go above and beyond for our customers and the business

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

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