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Our Careers

As our business continues to grow, we are always on the look out for enthusiastic, like-minded individuals who are passionate about doing a good job. If you're dynamic, innovative and have a 'can-do' attitude, come and join us.


LATEST CAREERS

Careers Banner

If the thought of a fast-paced and evolving work environment sounds exciting, then we’d love to hear from you. We provide a tailored personal development and training programme to help your career grow – and we always welcome, and value, your feedback.

We value respect, teamwork, ambition and integrity and ask for a commitment to professionalism and excellence. In return we can offer you some fantastic benefits, including a pension scheme, free financial advice, a discounted canteen and Childcare and Cycle To Work initiatives.

And we’re a sociable bunch! We hold regular company gatherings and parties, get dressed up for award ceremonies and enjoy getting stuck in at various sporting and charity events throughout the year.


CHECK OUT OUR EMPLOYEE BENEFITS

Latest vacancies

Job Title

Cisco Field Engineer

Department

Enterprise Networks

Working Hours

Mon-Fri 8.30-17:30

Salary

Negotiable

Principle Duties/Responsibilities


  • Cisco and Cisco Meraki evangelism (customer meetings and presentations).
  • Presales calls, demonstrations and technical discussions.
  • Customer Proof of concept/value leadership.
  • Customer full project lifecycle for focus products (whiteboard, design, configure, install, handover).
  • Interface with management, colleagues, clients and vendors to implement network solutions to meet stated project requirements.
  • Liaise with project management teams, third-line engineers and service desk engineers on a regular basis.
  • Perform full project lifecycle service from presales to support as a Cisco field engineer.
  • Audit and document client infrastructure.
  • Stage (design and configure) devices for client solutions.
  • Lead the implementation and delivery for small, medium and large projects, working alone or as part of a team.
  • Install, configure and test new equipment on client sites.
  • Ensure that infrastructure is fully documented and performing as required for internal and customer SLAs.
  • Complete documentation paperwork in a timely fashion.
  • Perform out of hours support as part of the on call rota as agreed.
  • Attain and maintain personal certification levels to ensure compliance with partnership programs and to demonstrate competency to clients.


Essential Skills


You will be responsible for providing WAN, LAN, WLAN and security consultancy, design, commissioning, support, monitoring and maintenance services to our customer base. Our technical environment is multi-vendor with the main focus being Cisco.


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Job Title

Sales Support Administrator

Department

Service Operations

Working Hours

Mon-Fri 9.00am-5:30pm

Salary

DOE

Job Description

Manage the day to day running of the Group Service Desk dealing with multiple product technologies. Identify best practice for first contact resolution, including but not limited to training requirements for a multi-skilled 1st line.

  • Establish best practices through the entire technical support process within Service Desk
  • Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
  • Recruit, train, coach and mentor Technical Support Advisors (1st line) including career development with personal development plans, performance and potential
  • Contribute to improving customer support by actively responding to queries and handling complaints and advising Service Desk on best practice for incident management
  • Work closely with Service Desk Manager (2nd & 3rd Line) in order to advise best practice for ticket resolution processes/incident management
  • Approval of annual leave, tracking sickness, Return to Work for 1st line support advisors
  • Manage the daily running and ticket flow of the Service Desk
  • Conduct weekly team meetings
  • Use the data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
  • Continuously look to Improve the processes for ticket flow to improve the efficiency and reduce resource per ticket, liaising with other leads/managers to ensure the process joins correctly within the function
  • Define and be responsible for ensuring the escalation paths are adhered to for the following categorise; Customer, Supplier, Technical, Commercial
  • Regularly update the Workflow & Escalation Lead on any high level’s incidents/escalations in flight and support requirements
  • Identify Major Service Outages and report to Incident Controller to invoke the MSO process
  • Maintain clear communication paths with the Service Desk Manager (2nd & 3rd Line), Workflow & Escalation Lead and Fault Engineering Co-ordinators always to work effectively with seamless process structure set out by the Group Service Desk Manager
  • Identify and track ways to improve first contact resolution
  • Identify and communicate key website/customer portal tools for multi technologies to encourage customer DIY to reduce service requests


Essential Skills


  • Prior team management experience
  • Proven people management skills, working with SLTs, Service Levels and KPI's
  • Proven experience building, developing and improving a successful service desk in an MSP environment
  • Strong customer service skills and ability to develop teams
  • ITIL qualification/Knowledge Desirable
  • Strong Technical Skills with Windows, Exchange, Office 365, VMware and Networking Technologies
  • Experience with a range Service Desk Monitoring tools
  • Experience working for a Managed / Hosting Service Provider
  • Experience working in a fast-paced driven environment


KPI's


  • Fault ratio. Total Faults/Number of Customers
  • % faults resolved on 1st contact
  • % field faults could have been fixed remotely
  • NPS for 1st line services
  • % of inbound calls answered within board set KPI


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Job Title

Technical Support Advisor – 1st Line (Service Operations)

Department

Service Operations

Working Hours

Mon-Fri 9:00-17:30

Salary

Negotiable

Job Purpose

As part of the Service Desk, provide 1st  line support to customers for Telephony, Data and IT Services. Achieve first contact resolution were possible whilst providing excellent customer service.

Principle Duties/Responsibilities


As part of the Service Desk, provide 1st line support to customers for Telephony, Data and IT Services. Achieve first contact resolution were possible whilst providing excellent customer service.

  • To provide 1st line support to customers for Telephony, Data and IT Services.
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs, telephony and IT set up.
  • To understand and confidently interact with suppliers for our core products.
  • Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company’s quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the service operations department and the company.


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Job Title

Technical Support Advisor (2nd Line) 

Department

Service Operations

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Job Description


  • As part of the Service Desk, provide 2nd line support and excellent customer service in the areas of; WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services.
  • To provide 2nd line support to customer with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical and hosted telephone systems.
  • Be an escalation point for 1st line support staff. 
  • Provide training and shadowing to other support staff within Service Operations.
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up.
  • To understand and confidently interact with the Openreach network and services.
  • Answer the phone within the agreed target time, in relation to an overflow of 1st Line calls
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company's quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the service operations department and the company.

Essential Skills


  • Experience troubleshooting WLR, Data, Telephony Systems
  • Customer service focussed with an excellent telephone manner.
  • Demonstrate an ability to follow process and build a reassuring rapport with customers.
  • The ability to remain calm and composed when dealing with difficult customers to establish confidence whilst an issue is resolved.
  • To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
  • Target focussed, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times.
  • Accurate numeracy, written and data entry skills.
  • An analytical and methodical problem solver. 
  • Be adaptable to change in processes.
  • An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
  • Solid experience in reporting issues to suppliers, chasing and doing all that is possible to ensure incidents are resolved in a timely manner and that the customer is kept informed.
  • A detailed-orientated individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated and pro-active.
  • Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.
  • A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort.
  • Be willing to go the extra mile for the sake of the customer and the business.

Desired Skills


Trouble shooting and configurational experience in the following:

  • WLR / PSTN / ISDN
  • Data, Broadband, Ethernet
  • SIP / IPDC
  • Horizon / Hosted PBX
  • On Premise PBX - Samsung, LG, Avaya


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Job Title

Technical Support Advisor – 3rd Line (Service Operations)

Department

Service Operations

Working Hours

Mon-Fri 9:00-17:30

Salary

Negotiable

Job Purpose

You would be joining a team of IT engineers providing remote and telephone support for small and medium enterprise customers. The role will provide 3rd line telephone and remote support to our customers within a team of other helpdesk personnel.

Principle Duties/Responsibilities


As part of the Service Desk, provide 1st line support to customers for Telephony, Data and IT Services. Achieve first contact resolution were possible whilst providing excellent customer service.

  • Be responsible for dealing with 3rd line support issues and escalations that come into the helpdesk via remote support or the telephone.
  • Assist 2nd line support engineers with tickets they cannot resolve, escalating where need be.
  • Provide cover for the telephones should all first and second line staff be on other calls.
  • Support internal Focus staff with IT issues (100 users).

Essential Skills


  • At least three years’ experience in an IT support role.
  • Ideally worked on an IT Support Helpdesk previously, in a managed service environment.
  • Excellent telephone and remote support skills.
  • Excellent communication and organisation skills.
  • Experience in Windows Server & Desktop OS, Exchange, Office 365 and other standard Microsoft packages.
  • Experience in networking (firewalls, routers, switches, VPN, wireless).
  • Experience with VLANs, Hyper V, VM Ware and other virtual technologies.

Desired Skills


  • Experience with Mac OS X, Linux & Android.
  • Cloud knowledge: Office 365 and other.
  • Backup Software: Windows Server Backup, Veeam, Symantec, Attix or StorageCraft.
  • Experience with Cisco firewalls and switches.
  • Experience with SQL, VOIP, SANS.


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Job Title

Internal Sales Executive (Kent Office)

Department

Mobiles

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Job Purpose

The Internal Sales Executive role is an integral part of the business, ensuring customers are kept up to date with Focus’ product portfolio and upselling new features and addons, tailored to each client.

Principal Responsibilities/Duties

The team will be responsible for maintaining relationships with customers and be their day to day contact for adding services to their account. In addition, the Internal Sales Executives shall be responsible for their own client base, consisting of primarily Small Business clients typically with 1-7 mobile connections who do not require a field-based Account Manager.

  • Managing own base of Small Business clients – typically with 1-7 connections per account – to include general customer service and contract renewals
  • Carry out introduction and periodic client reviews for all mobile clients in order to sustain and increase customer satisfaction and aid retention across the department
  • Maintain and adapt product knowledge ensuring you are aware of the latest hardware, tariffs and industry trends
  • Passing opportunities to other departments where appropriate, making commission with each conversion
  • Understand the sales process from start to finish in order to ensure the customer receives outstanding customer service
  • Sell new technologies to existing customers
  • Meeting set KPI’s set by line manager


Essential Skills

  • Highly organised
  • High level of administrative skills and attention to detail
  • Exceptional verbal and written skills
  • Competent understanding of sales processes and procedures
  • CRM functionality (Full training given)
  • Previous phone-based sales experience
  • Ability to meet deadlines
  • Good interpersonal skills
  • Able to problem solve, and turn an issue into a sales opportunity
  • Target driven


Desired Skills

  • MS Office packages including Excel
  • Good working knowledge of company CRM
  • Good interpersonal skills
  • Previous experience within the Mobile industry


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Job Title

Billing Analyst

Department

Accounts

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Job Purpose

Working alongside the Billing Manager in management of bill run process carried out on Synergy, along with associated reporting and inter-bill-run activities.

Principal Responsibilities/Duties

  • Preparation of bill runs and associated management reports.
  • Dealing with internal billing queries, bill recalculations etc.
  • Carry out billing tasks that will streamline process and improve accuracy e.g:
    • Tariff consolidations.
    • Investigating causes of billing errors and working with developers to improve accuracy where possible.
    • Checking that everything charged by carriers is being billed out as required.
    • Investigating lossmaking items/calls and ensuring expected margin is maintained.
  • Checking that carriers/suppliers are charging correctly and requesting/chasing credits from them when they are not.
  • Suggest developments that would improve the user experience of the bill run process, or to automate tasks that are too manual.
  • Identify/implement base tariff changes that are needed to deal with carrier price changes/tariff errors/regulatory changes etc.
  • Other billing-related project work and tasks as and when required.
  • Support the Head of Billing and the CRM development team in the carrying out of data migrations from 3rd party billing systems.


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Job Title

Finance Manager

Department

Accounts

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Principal Responsibilities/Duties

  • Responsibility for day-to-day management and oversight of the balance sheet.
  • Reconciliation and analysis of key accounts.
  • Liaison with Auditors and advisors, HMRC VAT reporting.
  • Producing management reports for 2-3 divisions within group.
  • Key point of business support for Senior Management Team and Divisional Heads.
  • Ad-hoc management reporting for Senior Management and Board.


Essential Skills

  • Strong Accountant.
  • Full working knowledge of balance sheet.
  • Thorough investigative approach, along with commercial mindset.
  • Able to balance tenacity and diplomacy to support multiple divisional heads.
  • Advanced Excel skills and analytics.
  • Self-starter, ability to prioritise tasks to deliver deadlines and work under pressure.


Desired Skills

  • Use of Sage 200
  • Knowledge of telecoms companies


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Job Title

Payroll Executive

Department

Accounts

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Job Purpose

Working alongside the Billing Manager in management of bill run process carried out on Synergy, along with associated reporting and inter-bill-run activities.

Principal Responsibilities/Duties

  • Responsible for preparing and entering payroll data from start to finish for monthly Payroll on Sage 50 Payroll.
  • Administration of employee benefits including, pension, company cars, healthcare, cycle to work and childcare vouchers.
  • Liaise with HR on payroll changes.
  • Liaise with HMRC regarding any payroll queries.
  • Assist with payroll reconciliations by resolving discrepancies.
  • Provide clear, appropriate and prompt advice to staff in response to payroll or pension queries.
  • Assist in the efficient administration of the organisation’s pension schemes (Scottish Widows, The People`s Pension, NEST, and Aviva).
  • To process payroll on Sage 50 Payroll for monthly staff across the group of companies. Involving processing of around 8 payrolls a month.


Essential Skills

  • Able to work to strict deadlines.
  • Proven experience of working within a payroll role.
  • Excellent knowledge of Sage 50 Payroll, Excel, Word and Outlook.
  • Knowledge and experience of pensions with a good understanding of auto enrolment.
  • Good organisational skills with the ability to forward plan workload.
  • Exceptional attention to details and ability to work on own initiative.
  • Good numeracy, literacy and problem-solving skills.
  • Manages internal and external relationships such that confidentiality is never compromised.


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Apply now

If you feel that you are up for a challenge, please email recruitment@focusgroup.co.uk with a cover letter stating why you would be a good fit for the role and include your CV.

EMAIL US

Charlotte
One of the reasons I love working at Focus group is the great opportunities for career growth. You are always encouraged to reach personal and work goals. It creates a friendly and supportive atmosphere.

Any CV's sent into any employee of Focus Group, without having a pre-signed recruitment agreement with us, will NOT be considered for any role and NO fee will be paid even if Terms of Business are sent alongside the CV.