Call Handler

Job Title - Call Handler

Reports to - Service Desk Manager

Department - Operations

Salary - £22,000 - £24,000 (DOE)

Location - Manchester

Note - please be aware that occasional Saturday work will be required

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

We are now recruiting for a Call Handler.

The Product Services Call Handler is responsible for delivering exceptional Customer Service support to Focus Group customers.

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

• Strong customer service orientation with excellent telephone manner and communication skills. 
• Proven ability to follow processes and build trust with customers through clear and reassuring communication. 
• Ability to remain calm and composed during challenging situations, instilling confidence in customers while resolving their issues. 
• Quickly gather relevant information, analyse issues, and take timely action to resolve customer queries. 
• Goal-oriented, capable of managing multiple tasks and escalations while maintaining high standards of customer service. 
• Accurate in numeracy, written communication, and data entry. 
• Analytical and methodical approach to problem-solving. 
• Adaptability to changes in processes and procedures. 
• Ability to convey information clearly and effectively to both customers and colleagues, adjusting communication style to suit the audience, whether verbal or written. 
• Detail-oriented with strong organizational skills, capable of prioritizing tasks to meet deadlines. 
• A collaborative team player who works well with colleagues, listens actively, shares knowledge, and contributes to team success. 
• Willingness to go above and beyond for the benefit of both the customer and the business. 

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.