Contact Centre Customer Service Executive

Overview

We're Hiring - Contact Centre Customer Service Executive

Salary - £25,000

Location - Shoreham-by-Sea

Benefits

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,300 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose

We're looking for someone with previous contact centre or high-volume customer support experience to join our fast-paced Customer Service team. This role involves back-to-back call handling, managing busy email queues, and resolving complex or complaint-based queries, including billing and invoice issues. You'll thrive here if you're confident working to SLAs, staying resilient under pressure, and delivering great customer outcomes even in challenging situations.

Key Responsibilities

• Handle high volumes of inbound calls and customer emails
• Investigate and resolve queries, complaints, and billing issues
• Manage customers transferring services, aiming to retain them
• Work to targets/KPIs that ensure excellent customer experience
• Record all interactions accurately in our CRM system
• Follow industry and company guidelines on customer contracts

Skills & Experience

• Experience in a contact centre, shared service centre, or other high-volume customer support environment
• Excellent phone manner and confident email communication
• Strong problem-solving skills and the ability to multitask under pressure
• Highly organised with good attention to detail
• Comfortable using multiple systems and CRM tools

Not sure if you tick every box? If you have contact-centre experience and a passion for solving customer problems, we'd still love to hear from you. We value potential as much as experience.

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.

Ready to make a real impact? Apply now!