Call Handler

7 days ago

Exeter, United Kingdom Focus Group Full time

Job Title - Call Handler Reports to - Service Desk Manager Department - Operations Salary - £24,000 Location - Exeter Note - please be aware that occasional Saturday work will be required Join Our Team as a Call Handler
Are you looking to kick start your career in a vibrant and busy team?
Our growing company in the IT and Telecoms industry offers an excellent entry-level opportunity.
As a Call Handler, you'll be delivering exceptional Customer Service to Focus Group customers.
This role is perfect for someone eager to begin their professional journey.
With endless career progression opportunities, this could be your first step towards a successful future
Principle Responsibilities 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.  Contribute positively to the overall success of the service operations department and the company.  Requirements 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.  Contribute positively to the overall success of the service operations department and the company.  Don't let the requirements hold you back
We value passion, potential, and a willingness to learn just as much as experience.
We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply - even if you don't tick every box.
Benefits: Regular socials in a welcoming, inclusive environment Lucrative bonus and incentive schemes.
Pension & Benefits Platform with Exclusive Discounts At Focus Group you can be proud of what you do, how you do it and feel a true part of the team.
We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.
We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements.
We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.
We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly.
We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
Benefits IND1

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