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Customer Service Executive

1 month ago

ShorehambySea, United Kingdom Focus Group Full time

Job Title - Customer Service Executive

Reports to - Customer Services Team Leader

Department - Operations

Salary - £25,000

Location - Shoreham by Sea/Bellshill

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Customer Service Executive.

As part of the team, you'll be responsible for delivering exceptional Customer Service support to Focus Group customers.

Principal Responsibilities

  • 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
  • Keep up to date with industry regulatory changes
  • Keep up to date with any changes Focus Group make

Requirements

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

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.

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