Customer Service Executive - Mobile

Are you working in a mobile phone store and looking for your next career move? Or do you have experience answering customer queries for a telecommunications company? If so, we want to hear from you.

Customer Service Executive | Deliver Outstanding Customer Service & Build Lasting Relationships

£25,000 - £27,000 | Birmingham | Full Time - Monday - Friday 9am-5.30pm

(Internal Job Level Reference: Associate)

Keep customers happy. Solve problems. Build relationships that last.

Great customer service starts with great people.

At Focus Group, we believe work should be about more than just a job. Our CEO lives and breathes three simple words: Earn, Learn and Have Fun - that’s exactly what we want our people to experience.

We’re a fast-growing technology business providing tailored IT solutions to businesses across the UK. With a £1bn valuation, 30,000+ customers, 1,300+ employees and 20 offices, there’s a lot happening at Focus Group and we’re just getting started.

Now we're looking for a Customer Service Executive to join our Mobile team in Shoreham-by-Sea.

What you'll be doing

You'll be one of the key people our Mobile customers turn to, making sure they receive an outstanding experience from start to finish.

You'll:

• Handle customer queries across phone, email and face-to-face
• Resolve billing, technical and service queries
• Manage complaints and find solutions that leave customers feeling heard and valued
• Aim for 'one call resolution', taking ownership of issues wherever possible
• Build strong customer relationships through empathy and excellent communication
• Work closely with our Sales team, suppliers and mobile networks to get things resolved
• Keep customer information and tasks up to date and work within agreed SLAs

It's a busy role, so you'll need to be comfortable juggling priorities, staying calm under pressure and taking ownership when things don't go to plan.

Requirements

What makes you a great fit?

We're looking for someone who:

✅ Genuinely cares about customers and wants to deliver a great experience

✅ Communicates brilliantly and has a confident, professional telephone manner

✅ Loves solving problems and doesn't give up when things get complicated

✅ Is organised and resilient, with the ability to manage a busy workload

✅ Works well with others and brings positive energy to the team

You'll ideally have previous customer service experience, with experience handling complaints, billing or technical queries being a bonus. CRM experience and good knowledge of Microsoft Office would also be beneficial.

But we're more interested in your attitude than ticking every box.

Benefits

Why Focus Group?

We're ambitious, we're growing, and we want our people to grow with us.

You'll join a team where learning is encouraged, achievements are recognised and having fun is genuinely part of our culture. Whether that's developing your skills in your current role or taking your career in a completely new direction, there are opportunities to grow throughout the business.

Our values guide everything we do:

Respect | Integrity | Teamwork | Ambition

And while we work hard to deliver brilliant results for our customers, we believe you should enjoy the journey too.

What else is included?

🎂 Birthday leave
🌴 25 days’ holiday + holiday trading
💸 100s of retail & gym discounts
💚 Employee Assistance Programme
🏆 Recognition rewards, including overseas trips
Plus plenty more...

Ready to be part of it?

We welcome all applications. If you don't meet every requirement but have the right attitude, passion and desire to learn, we'd still love to hear from you.

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.