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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. Apply for a new job with Focus Group careers.


LATEST CAREERS

#thisisfocus | Focus Group Careers | Focus Group jobs

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

Focus Group 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 Cycle To Work initiatives.

And we’re a sociable bunch! Focus Group 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 Focus Group vacancies

Job Title

Technical Support Advisor – 1st Line Telco (Service Operations)

Department

Service Operations

Working Hours

Mon-Fri 9:00-17:30

Salary

DOE

Job Purpose

As part of the Service Desk, provide 1st line support and excellent customer service in the areas of; IT, WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services.

Principle Duties/Responsibilities


  • To provide 1st line support to customers with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical, hosted telephone systems, IT services
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony 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

Essential Skills

  • Customer service focussed with an excellent telephone manner
  • A demonstrable ability to follow process and build a reassuring rapport with customers
  • The ability to remain calm and composed when dealing with a 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-oriented 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

  • Experience with Mac OS X, Linux & Android
  • Experience with VLANs, Hyper V, VM Ware and other virtual technologies
  • Cloud knowledge: Horizon, Office 365 and other
  • Backup Software: Windows Server Backup, Veeam, Attix or StorageCraft
  • WLR / PSTN / ISDN
  • Data, Broadband, Ethernet
  • SIP / IPDC
  • Horizon / Hosted PBX
  • On Premise PMX – Samsung, LG, Avaya


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Job Title

Weekend Technical Support Advisor

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

We are looking for ‘out of hours’ Technical Support Advisors to join the existing team and provide 1st line support to customers for telephony, data and network Services.
There may also be additional hours during the evenings and overnight.

This role would suit students working towards an IT or Technological degree as well as anyone with IT or Telcoms knowledge.

Principal Responsibilities/Duties

  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony.
  • Manage incoming telephone calls & email correspondence from customers
  • Identify, investigate, and resolve where possible reported incident
  • Record interactions with customers on the companies in house CRM system
  • Follow industry & company guidelines in relation to a customer’s contracts
  • 100% of all calls to be answered within 30 seconds with an average 15 second pick up time
  • All email tickets are to be responded to within 30 minutes, including supplier alerts

Essential Skills


  • Worked on a service desk previously
  • Customer service focused with an excellent telephone manner
  • Can follow process and build a reassuring rapport with customers
  • The ability to remain calm and composed when dealing with a difficult customer 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



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Job Title

Customer Service Executive

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

Principal Responsibilities/Duties

  • To deliver exceptional Customer Service support to Focus Group customers
  • 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 to terms and conditions
  • Promote the benefits, products and services of other divisions within the Group to existing customers

Essential Skills

  • Sincerity / Empathy / Attentive / Confidence / Resourcefulness / Curiosity / Resilience
  • 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

Desired Skills

  • Minimum 1 years’ experience within a customer service/support role
  • Industry experience desirable not essential
  • Excellent telephone manner
  • Previous experience investigating service issue complaints
  • Ownership of complaint handling cases from start to resolution


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PHP Developer (Operations)

Job Title

PHP Developer

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

As part of the Synergy development team, your role is to help develop new and enhance existing features as and when required by the business, and to assist with the day-to-day support of the 350+ users of the system

Principal Responsibilities/Duties

  • Creation of new features according to specifications provided
  • Enhancement and modification of existing features according to specifications provided
  • Fixing of bugs/faults when we find them or they are reported to us
  • Provision of support for end users, including creating ad hoc reports and managing user accounts and privileges

Essential Skills

  • PHP (incl. OOP and MVC)
  • HTML5
  • CSS
  • Experience of using Git or an equivalent revision control system
  • Javascript/JQuery
  • Intermediate or advanced SQL skills (preferably MariaDB/MySQL)
  • Ability to work as a team and communicate effectively with colleagues within the development team and around the business
  • Personal management of tasks/projects
  • Microsoft Office, primarily Excel
  • Attention to detail

Desired Skills

  • Understanding of a PHP framework e.g. Laravel
  • Linux server administration (especially CentOS)
  • MariaDB server management and optimisation
  • Ability to liaise with project sponsors both during scoping and development process
  • Experience working with a managed services provider


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Job Title

Sales Order Processor

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

As part of the Service and Support department you will be assisting the sales orders team, processing, and routing all new orders onto the relevant departments, procuring equipment and invoicing completed works.

Principal Responsibilities/Duties

Daily running of the sales order process via logging a sale and routing orders to the relevant departments

  • Maintaining the sales board for reporting and data analysis
  • Setting up/adjusting account level add-on charges
  • Raising IT Installations tasks
  • Liaising with account managers on jobs with incorrect paperwork
  • Daily management of external & internal IT equipment procurement
  • Reviewing ‘best price’ before purchasing equipment through our suppliers
  • Raising purchase order numbers via our purchasing system
  • Ordering IT equipment that is required for customer orders and internal purposes
  • Liaising with other departments to ensure all equipment is ordered in a timely manager
  • Tracking the equipment order and ensuring that the delivery was successful
  • Organising the return of unwanted, unused, or faulty equipment
  • Daily running of the final costing, one-off billing and invoice sign off processes
  • Processing final costings for projects
  • Processing installation task billing for all one-off billable event orders
  • Generating sales commissions and maintaining the commissions sheet
  • Purchase ledger invoice sign off
  • Assisting the customer services department with IT invoicing queries
  • Management of the IT Company Credit Card
  • Keeping track of items bought on the company credit card
  • Submitting the credit card statement to the accounts team at the end of each month

Essential Skills


  • Calm and organised to ensure workloads are managed effectively – it gets busy and challenges arise
  • Must have keen eye for detail due to nature of dealing with customer requirements
  • Demonstrates willingness to learn new skills and continually develop oneself
  • Excellent communications skills both verbal and written
  • Good telephone manner
  • Accurate numeracy, written and data entry skills
  • Quick and logical thinker
  • To not be afraid to ask questions, take on board the answers and learn and deliver from that new knowledge and understanding
  • Customer Service focused; be prepared to own an issue and see through to completion but also not to be a blockage. To go the extra mile for the sake of the team, customer, and the business
  • Above all to actively contribute to ensuring an efficient and cohesive team effort
  • Ability to work within a team and equally able to manage your time effectively to the benefit of the team
  • Excel proficient (the basics)

Desired Skills


  • Experience in working in a similar role within the IT industry
  • Experience using ERPAG purchasing order platform


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Job Title

Purchase Ledger

Department

Accounts

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

As part of the Purchase Ledger Team, your role is to ensure that all invoices are approved by the relevant team and that Suppliers are paid according to the agreed terms.

Principal Responsibilities/Duties

  • Ensure creditors are paid according to the agreed terms – this will include the processing of invoices accurately, along with assisting in the preparation the fortnightly payment runs
  • Giving secondary approval on Employee expenses via our online Expense Management portal
  • Liaising with all teams across the business in ensuring that invoices and queries are actioned swiftly
  • Setting up new Supplier accounts and maintaining existing account details
  • Handling any purchase enquiries or disputes with suppliers
  • Reconciling supplier statements
  • Filing invoices and statements
  • Maintaining strong business relationships with suppliers
  • Reviewing procedures and systems to identify improvement opportunities

Essential Skills

  • Excellent Microsoft Office skills, in particular Excel
  • Self-motivated and willing to manage own workload, as well as work with team members effectively
  • Ability to work to deadlines
  • Excellent communication skills
  • Attention to detail

Desired Skills

  • Experience in a Junior Purchase Ledger position
  • Knowledge of Sage 200
  • Experience working for other telecoms companies


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Job Title

IT Sales Manager

Department

IT Sales

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

We are looking for a high-performing Sales Manager to help us meet our customer acquisition and revenue growth targets by keeping our company competitive and innovative. You will be responsible for maximising our sales team potential, crafting sales plans and presenting those to plans to the Head of IT Sales and the Sales Director.

Principal Responsibilities/Duties

  • Helping the team to identify and generate new prospects and convert them into key accounts
  • Achieving growth and hitting sales targets by successfully managing and nurturing the sales team
  • Present sales, revenue and expenses reports and realistic forecasts to the management team
  • Providing sales led support to the team when called upon
  • Providing the team with client escalation support
  • Managing objective setting, coaching and performance monitoring of sales representatives
  • Helping the team to develop and manage key accounts to their full potential
  • Recruiting new members to the team where needed
  • Working with the team on all areas of personal development around their sales ability
  • Helping to proactively build rapport across multiple customers contacts, seeking out senior levels, buying levels and new opportunities
  • Ability to be able directly sell and liaise with our client base when needed

Essential Skills


  • A proven IT sales track record in building and growing high performing teams, ideally in high-end technology sales environments
  • Successful previous experience as a sales representative or sales manager, consistently meeting or exceeding targets
  • Committed to continuous education through workshops, seminars and conferences
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Proven ability to drive the sales process from plan to close
  • Strong business sense and industry expertise
  • Excellent mentoring, coaching and people management skills
  • Self-motivation and ambition
  • A natural ability to build rapport and trust with the team
  • A natural business acumen
  • A proven ability to coach and develop successful sales people
  • The analytical skill to assimilate information quickly
  • The ability to manage time and workload
  • Experience of working at senior levels within a company
  • Desire to be successful, hungry and has a competitive mind-set

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Job Title

Culture and Communities Ambassador

Department

HR

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

You will be the brand ambassador for Focus Group who brings our fun and vibrant culture to life. Leading our various communities you will be the person driving positive and sustainable actions. Ensuring we are an employer of choice and creating an environment where people want to stay. You will develop the ESG agenda ensuring the company delivers a positive impact from an environmental and social perspective in all our working practices.

Principal Responsibilities/Duties

  • Working alongside the Head of HR you will shape, implement and maintain the Company’s Culture and Values across the organisation, ensuring it can scale as the business grows and expand into our acquisitions at an appropriate pace
  • You will build the strategy and approach for each of our communities, including but not limited to; Environment, Charities & Community, Wellbeing and Diversity & Inclusion
  • Lead the development of the EVP and be the brand ambassador for the business
  • Build an internal brand to provide direction for all internal communications, with a particular focus on sharing information regarding our community initiatives
  • Effectively communicate and mentor employees on company’s values and principles
  • Promote a positive and supportive work environment and company culture by developing and evolving programs and initiatives to support the company’s mission
  • Work with the senior management team to systematically build processes and procedures around employee satisfaction and engagement
  • Review, assesses and develop the processes for ensuring our external suppliers / customers are operating in a sustainable way and in line with best practice guidelines
  • Develop a robust D&I strategy and policy ensuring all managers are trained in this area
  • Provide in-house training and coaching to all staff to upskill and embed good practice in the areas of Diversity and Inclusion and ESG
  • Provide subject matter expertise with deep knowledge of methodology across all aspects of ESG, ensuring there is governance and assurance in place to deliver consistency across the organisation
  • Working with third parties to widen Focus Group’s social and environmental impact both on a local and national level
  • Review internal policies and processes to ensure compliance with the Equality Act, D&I strategy, best practice in areas of environmental and social responsibility
  • Provide regular reporting, identify risks and opportunities for continuous improvement Human Resources
  • Establish simple and effective communications plans to report our progress to stakeholders and the public
  • Keep abreast of relevant legislation and best practice to ensure compliance and innovation
  • Keep up to date with research, thought leadership and market trends in the D&I and ESG fields and attend related events and seminars

Essential skills

  • Motivated, enthusiastic individual who can be the brand ambassador for the company
  • Demonstrable ability managing competing priorities
  • Experience of working directly with and reporting to senior client stakeholders, including being able to identify and resolve issues directly or escalate as appropriate

Desired Skills


  • Inquisitive mind with a strong passion for sustainability and ESG issues
  • An ability to effectively communicate with a wide range of individuals both internally and externally
  • Self-driven and resilient
  • Drive and resilience and ability to thrive in a pressured environment
  • A degree or relevant qualification in a sustainability/ESG/HR related degree
  • Focus on delivering high quality work whilst maintaining excellent attention to detail
  • Experience in a sustainability/environmental related field, including experience of delivering and managing sustainability assurance engagements
  • Understanding of industry reporting frameworks such as the Global Reporting Initiative (GRI) G4 Sustainability Reporting Guidelines, TCFD and the GHG Protocol


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Job Title

Senior Sales Account Director for Cisco

Department

Enterprise Networks

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

Principal Responsibilities/Duties

  • To deliver exceptional Customer Service support to Focus Group customers
  • 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 to terms and conditions
  • Promote the benefits, products and services of other divisions within the Group to existing customers

Essential Skills

  • Sincerity / Empathy / Attentive / Confidence / Resourcefulness / Curiosity / Resilience
  • 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

Desired Skills

  • Minimum 1 years’ experience within a customer service/support role
  • Industry experience desirable not essential
  • Excellent telephone manner
  • Previous experience investigating service issue complaints
  • Ownership of complaint handling cases from start to resolution


APPLY NOW

PHP Developer (Operations)

Job Title

PHP Developer

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

The successful candidate will be responsible for creating strategic, innovative business opportunities, not only helping to drive sales by promoting our products and services; but having significant holistic involvement with the senior leadership team to help develop and grow the firm as a whole. Our clients typically operate within the retail, manufacturing, finance, technology and professional services industries.

Principal Responsibilities/Duties

  • Working closely with the management team to review business procedures and best practice
  • Having an excellent, in-depth knowledge of your marketplace and the key industry, and financial, factors affecting your customers
  • Identifying strategic business opportunities with high-level key IT and business executives
  • Maximising on-going business projects and effectively manage vendor relationships
  • Attending, and chairing, external meetings with clients to qualify projects
  • Building a good relationship with key personnel from the Cisco team
  • Adhering to the Focus Integration business plan working closely with both the Technical Director to design bespoke solutions where needed, and the Marketing Director to help add value to engaging marketing campaigns
  • Ensuring the continual development of less experienced team members

Essential Skills

  • A proven track record for success in sales and negotiation
  • Excellent management, presentation and leadership skills
  • Ability to produce high quality written documentation
  • To be a natural problem-solver: to understand and anticipate an meet customers’ needs
  • Offering up insightful and innovative ideas to maximise business and profits
  • Effective and engaging communication and presentation skills
  • The ability to play an inspiring role as part of a successful, competitive sales team
  • Use market research and statistics to help with the development of the business
  • It would be preferable, although not necessary, to have a working knowledge of Cisco products


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Job Title

Service Desk, Cisco Managed Services Engineer

Department

Enterprise Networks

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

To provide technical support directly to our valued customers. The job will be primarily office-based though you will have occasion to go on site at our client's locations to implement and maintain solutions. The role includes some out of hours support. The successful candidate will be a target orientated individual and an excellent communicator with the ability to build strong relationships.

Principal Responsibilities/Duties

  • First and foremost, providing proactive and industry leading technical care for our managed service and large Cisco customers. This will include performing a variety of proactive tasks which will help maximise customers uptime, perform root cause analysis and prevent reoccurring issues. Tasks will include, resolving more complex monitoring alerts, deploying the latest security updates, systems maintenance and upgrading customer systems
  • Centralised technical support for field engineers (providing technical support for incidents and problems, prestaging, configuration of cloud elements etc)
  • Owning the resolution of all managed service tickets passing through the support desk (though not necessarily personally resolving them)
  • Designing support processes to minimise customer issues, including documentation sets, handover processes, communication channels etc
  • Assistance in owning existing local support processes (DB management, spares holdings, lab builds, escalations etc)
  • Out of hours support as part of the on call rota

Essential Skills


  • Independently motivated
  • Keen to learn and able to demonstrate this
  • A solid team player
  • Great communication
  • Self-reliance
  • Punctual and responsible with excellent time management
  • A native English communicator
  • Customer facing
  • Cisco Meraki ECMS1 and ECMS2 (demonstrable)
  • Cisco Routing and Switching to CCNA/CCNP (demonstrable)

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Job Title

Desk Engineering Co-ordinator

Department

Installations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

As part of the Service and Support department, this progressive role will start within the sales orders team, processing and routing all new orders onto the relevant departments and invoicing completed works. Moving onto logistics co-ordination, provisioning of engineers to ensure that installations and site visits are efficient, productive, cost-effective, timely and that communication is clear all round.

Principal Responsibilities/Duties

  • Assisting the Sales Order Processing Team with the daily running of the sales order process via logging a sale and routing orders to the relevant departments
  • Maintaining the sales board for reporting and data analysis
  • Setting up account level overrides for bespoke billing
  • Raising Provisioning and Installations tasks
  • Liaising with account managers on jobs with incorrect paperwork
  • Assisting the Sales Order Processing Team with the daily running of the final costing and one-off billing process
  • Processing final costings for new system and additional installs
  • Processing installation task billing for all one-off billable event orders
  • Generating sales commissions and maintaining the commissions sheet
  • Purchase ledger invoice sign off
  • To be a pivotal member of the Installations team within Service and Support from an operational perspective
  • To support the Service and Support team in processing and co-ordinating of any system based tasks
  • Raise necessary job paper work as per agreed timescales
  • Ensure timely and accurate input of job, task order details onto all systems to ensure customer’s order and interdependent information is clear, accurate and unambiguous
  • Receive, upload and review completed survey and job sheets, communicating any relevant changes or comments in a timely manner to relevant parties
  • Manage the Engineers diaries and associated displays to ensure that they are up to date at all times making the best possible use of all resources available
  • Maintain a thorough understanding of all product ranges and component parts, and undertake training where necessary
  • Ensure excellent customer service
  • Adhere to KPI’s set by Manager, SLA’s in processing and responding to queries, so that the team are able to meet monthly set targets and the quick turnaround on the implementation of orders
  • Any other adhoc duties/assignments as and when required
  • To be compliant with all company policies and related legislation
  • To assist in the promoting of standard processes across the department and actively seek, drive and contribute to continuous improvements

Essential Skills


  • Calm and organised to ensure workloads are managed effectively – it gets busy and challenges arise
  • Must have keen eye for detail due to nature of dealing with customer requirements, surveys from engineers, and part numbers
  • Demonstrates willingness to learn new skills and continually develop oneself
  • Excellent communications skills both verbal and written. Much of the communication is with project managers, engineers or with customers
  • Accurate numeracy, written and data entry skills
  • Quick and logical thinker
  • To not be afraid to ask questions, take on board the answers and learn and deliver from that new knowledge and understanding
  • Customer Service focussed. Be prepared to own an issue and see through to completion but also not to be a blockage. To go the extra mile for the sake of the team, customer and the business
  • Above all to actively contribute to ensuring an efficient and cohesive team effort
  • Ability to work within a team and equally able to manage your time effectively to the benefit of the team
  • Excel proficient (the basics)

Desired Skills


  • Experience in working in Technical logistics role and organising a workforce


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Job Title

Out of Hours Telco Service Desk Team Leader

Department

Operations

Working Hours

Mon-Fri 17:30-09:30

Salary

DOE

Job Purpose

The purpose of this role is to manage the day to day running of the Focus Group out of hours service support team across all technologies.

Principle Duties/Responsibilities


  • Responsible for the line management and development of all individuals within the out of hours service desk, including the approval of annual leave, tracking absence etc
  • Ensuring all out of hours tickets are meeting all KPI’s e.g. response, fix, customer update frequency, etc
  • Handover of tickets raised in hours, including but not limited to; supplier chasing, providing customer updates, processing service requests, and working the 1st & 2nd line queues through to resolution. Offering a true 24/7 support service
  • To be an escalation point for out of hours across all technologies, including fraud management and supplier alerts
  • Conduct regular team meetings across shift patterns to provide key information the out of hours Service Desk needs to be aware of, including but not limited to handover into service, key account information/changes. Ensure the meetings are collaborative and any ideas or issues are taken forward and addressed as appropriate
  • Use the data produced by Business Analysts to support improvements and to manage change effectively
  • Develop a good working relationship with the in hours Service Desk Managers who will provide details on process development
  • Regularly update the Service Desk Managers on any high-level incidents/escalations in flight and support requirements as part of handover into the day
  • Be the designated Incident Controller should a Major Service Outage (MSO) occur out of hours, invoke the MSO process. Complete handover to Workflow & Escalation Lead should it roll into in hours
  • Receive handover of an MSO from in hours to out of hours and ensure the process continues through to resolution
  • Contribute to improving customer support by actively responding to queries and handling complaints to an appropriate resolution
  • Identify and monitor key customer account relationships for Group
  • Identify and raise any supplier concerns to Head of Service Operations for review

Essential Skills

  • Proven ability to support a Service Desk as a leader for a minimum of 2 years in a transferable industry
  • Ability to work to KPIs and instil these in a team
  • Excellent communication skills both verbally and written
  • Analytical and methodical problem-solving skills
  • Be adaptable to change in processes and lead the change where required
  • 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
  • A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated, and pro-active
  • Demonstrate an ability to remain calm and composed whilst dealing with internal company pressure
  • Be willing to go the extra mile for the sake of the customer and the business


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Job Title

Business Development Manager (Voice and Data)

Department

Sales

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

To Generate New Business, upsell and cross sell to existing customers

Principal Responsibilities/Duties

  • To understand and meet a monthly 'New Business' target
  • To meet agreed activity based KPIs
  • To pass leads to all sectors of the group including Energy, Mobile and IT
  • Provide regular, accurate sales forecasts
  • To actively promote all products and services of Focus Group
  • Follow up on referrals and new leads
  • To liaise with internal staff to ensure new business is connected correctly with little/no disruption to the client’s business
  • To develop product knowledge

Essential Skills


  • Experience within the Telecoms industry selling Lines and Calls, Telephone Systems, Leased Line, and IP Telephony
  • Strong experience selling Business to Business
  • Have strong rapport building skills and the ability to develop relationships at all levels
  • Experience conversing with and presenting to senior management and business owners
  • A proven track record of achieving new business targets and exceeding KPI's
  • Be articulate, professional, credible, ethical and possesses good business acumen
  • Able to network effectively, spot opportunities, close deals, and be strong enough to effectively manage the after-sales process and build internal and external relationships to maximize results for the company
  • A friendly outgoing personality
  • A smart and professional appearance with excellent time keeping
  • A good team player with a flexible approach
  • Display hunger, motivation and passion to succeed
  • Driving Licence



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Job Title

Business Development (Aylesbury)

Department

Operations

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DEO

Job Description

Generating new business opportunities across various products for the entire Focus Group.

Principal Responsibilities/Duties

Call prospects to talk them through the services and products that we can offer. This is across the entire the Focus Group portfolio. We engage with potential new customers and book appointments for our Business Development Managers to visit customers for a face to face meeting or a virtual appointment. If a meeting is not available we must gather as much relevant information as possible and use our inhouse CRM to pass these leads to the relevant division with aim of the prospect being signed up to Focus.

  • Cold and warm B2B outbound calling (including email marketing “Click & Open” data)
  • Using the website chat to proactively generate leads from our websites
  • Contacting company’s and finding the correct contacts where we have identified company’s visiting our websites through IP tracking
  • Booking appointments for the Sales Team(s)
  • Promoting a variety of products and services
  • Building a pipeline of future call backs for future opportunities
  • Providing excellent customer service and representing the company brand positively

Essential Skills

  • Comfortable maintaining high call volumes daily
  • Attitude to make every call count and a constant push to get the desired result from every call
  • Professional telephone manner
  • Attention to detail
  • Diary management skills
  • Be motivated and show a resilience to knock backs
  • Have excellent customer service skills
  • Be computer literate, particularly in Microsoft
  • Drive and desire to learn new skills
  • Excellent attendance record and time keeping

Desired Skills

  • Previous telesales experience
  • Previous experience of selling over the phone or face to face (e.g. door to door cold calling or on a pop-up sales stand in a shopping centre)
  • Full UK driving licence


APPLY NOW

Job Title

IT Business Development Executive

Location

Carlisle or Newcastle

Department

IT Sales

Working Hours

Mon-Fri 9:00am-5:30pm

Salary

DOE

Job Description

Generating new business opportunities within the IT division

Principal Responsibilities/Duties

Call prospects to talk them through the IT services and products that we can offer. We engage with potential new customers and book appointments for our Business Development Managers to visit customers for a face to face meeting or a virtual appointment. If a meeting is not available, we must gather as much relevant information as possible to convert them as a client in the future

  • Cold and warm B2B outbound calling
  • Booking appointments for the Field Sales Team(s)
  • Promoting a variety of products and services
  • Building a pipeline of future opportunities
  • Providing excellent customer service and representing the company brand positively

Essential Skills


  • Background within IT or telecommunications sales
  • Comfortable maintaining high call volumes
  • Professional telephone manner
  • Attention to detail
  • Diary management skills
  • Be motivated and show a resilience to knock backs
  • Have excellent customer service skills
  • Be computer literate, particularly in Microsoft
  • Drive and desire to learn new skills

Desired Skills


  • Previous telesales experience
  • Previous experience of selling over the phone
  • Full UK driving licence


APPLY NOW

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.

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