Overview

Job Title – Customer Service Executive Mobile

Reports to – Customer Service Manager Mobile

Department – Mobiles

Salary – Up to £25,000

Location – Hybrid Any Focus Group Office / Remote

About Us:

We’re passionate about business success and committed to fostering local connections. With over 900 talented

individuals across the UK, we provide comprehensive IT, telecoms, and connectivity services. Our culture is

fuelled by fresh thinking, entrepreneurial spirit, and a commitment to growth, making Focus Group an

outstanding place to work.

Job Purpose:

Mobile Customer Service are the ambassadors for Focus Mobile. You represent and promote Focus Mobile by delivering exceptional end to end customer service and being a point of contact for customers, ensuring that the customers interests come first. You understand the customer’s perspective and have a natural ability to build a strong rapport and demonstrate empathy when needed.

You provide day to day support to both Focus Mobile customers and the Mobile sales team. You effectively communicate to all parties regarding customer queries and possible complaints. A confident multitasker who is resilient and shows great team spirit and excellent problem-solving skills. Has the ability to analyse complex bills and provide technical support.

Principal Responsibilities/Duties

  • Deliver outstanding customer service at all times
  • Handle technical support queries & complex billing queries through to completion and to the customers satisfaction
  • Answer calls and emails relating to customer queries in an efficient, professional and timely manner
  • Work to a goal of ‘one call resolution’ – actively listen to understand customer complaint leaving them satisfied with the service
  • Direct interaction with customers and sales team, via calls, emails and face to face
  • Create and update tasks to provide query progress information in an efficient and organised manner in line with Mobile Customer Service team processes
  • Handle inbound complaints by investigating the cause of customer dissatisfaction and resolving these in line with procedures and business requirements
  • Identify and escalate any issues that arise by process, product or complaint type, including gaps in procedures and guidelines
  • Liaise with 3rd party businesses e.g. Mobile networks, Mobile suppliers
  • Assist and support mobile sales team
  • Work within Mobile Customer Service SLA’s
  • Work to ensure personal and departmental targets are met
  • Identify opportunities to build positive customer relationships and provide excellent customer service
  • Flag ideas to improve current complaint handling procedures and suggest processes are amended accordingly to build an excellent complaint management system
  • Ability to work as part of a team
  • Ability to answer questions about products and services
  • Monitor calls and ensuring call waiting is kept to a minimum Communicating with different divisions of the business

Skills and Experience:

  • Background supporting Mobile products / services
  • Ability to deal with complex billing queries
  • Ability to use their own initiative and make decisions when necessary
  • Ability to manage a high workload and with ever-changing priorities
  • Effective at managing multiple competing priorities
  • Excellent telephone manner and skills
  • Deliver outstanding level of customer service via phone, email and letters
  • Administration experience, using excel and word
  • Excellent organisational and time management skills
  • Excellent attention to detail
  • Experience with CRM databases
  • Ability to meet deadlines

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.

This job was originally posted as: https://thecareerwallet.com/stats/track/MTUyNzUyNzA0MC18LTE0NS18LTcw

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