Customer Service Executive

Customer Service Executive

Department: Customer Loyalty

Employment Type: Permanent

Location: Shoreham-by-Sea

Reporting To: Louise Moore

Compensation: £25,000 / year

Description

We’re Hiring – Customer Service Executive

Salary – £25,000

Location – Shoreham-by-Sea

Key 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.

Key Responsibilities

Job Purpose

Join our fast-paced Customer Service team! We’re looking for someone with previous contact centre experience who thrives in a high-volume, high-pressure environment. You’ll be handling a wide range of customer queries - often complex or complaint-related - including billing and invoice queries. Resilience, great communication, and problem-solving skills are key. If you’re confident managing busy workloads and passionate about delivering excellent service, we’d love to hear from you.

• Manage incoming telephone calls & email correspondence from customers.
• Identify, investigate, and resolve a query, complaint or general enquiry from customers.
• Communicate with customers moving to other providers with the aim to maintain services.
• Meet set targets & expectations for ensuring the best possible customer experience.
• Record and track interactions with customers on the Focus Group CRM system.
• Follow industry & company guidelines in relation to a customers’ contract with Focus Group.

Skills, Knowledge and Expertise

• Proven track record of delivering a high level of customer care & service.
• High standard of phone skills and written communication, including numerical skills.
• Good at problem solving and multi-tasking.
• Organised and motivated.
• Ability to work on their own and within a team environment.
• Competent PC skills; email, word, CRM packages.

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.

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.

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