What Jobs are available for Customer Service in Bognor Regis?

• Handle escalated customer inquiries and provide advanced technical support via phone, email, and chat.
• Diagnose and troubleshoot complex customer issues, offering effective and timely solutions.
• Guide customers through product features, troubleshooting steps, and issue resolution.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Collaborate with Tier 1 support, technical teams, and other departments to resolve customer issues.
• Identify recurring customer issues and provide feedback for product and service improvements.
• Manage customer expectations and de-escalate challenging situations effectively.
• Ensure a high level of customer satisfaction through professional and courteous service.
• Stay up-to-date with product knowledge and support procedures.
• Contribute to the team's knowledge base by documenting solutions and best practices.

• Proven experience in a customer service role, preferably Tier 2 or technical support.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong verbal and written communication skills, with the ability to explain technical information clearly.
• Proficiency in using CRM software and other customer support tools.
• Ability to empathize with customers and handle difficult situations calmly.
• Self-motivated, organized, and able to work independently in a remote setting.
• Reliable high-speed internet connection and a suitable home office environment.
• Flexibility to work various shifts if required by the role.
• Strong attention to detail and ability to follow procedures.
• A genuine passion for helping customers and providing excellent service.

Location: Portsmouth, PO6 4RS

Hours of work: 40

Contract Type: Permanent

The Global Service Centre provides a range of Helpdesk solutions to multiple clients, including reactive maintenance, facilities management, room bookings, and switchboard services.

As a Customer Service Administrator, you will play a key role in ensuring the effective and efficient operation of the 24x7x365 Service Centre. You will deliver high-quality Helpdesk services while maintaining excellent levels of customer satisfaction.

Job Description

In this role, you will action all Helpdesk requests received via telephone, email, or online submissions, ensuring all jobs are processed in line with agreed SLAs and priority response times. You will administer the CAFM system, keeping all information accurate and up to date, and liaise with site-based contacts to ensure jobs are completed and closed in a timely manner.

This position requires strong organisational skills, attention to detail, and a thorough understanding of customer service expectations, facilities management processes, and client requirements.

Key Responsibilities

• Action all Helpdesk requests via telephone, email, or online submission.
• Ensure all jobs are processed in line with agreed SLAs and priority response times.
• Administer the CAFM system, ensuring information is accurate and kept up to date.
• Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
• Keep customers informed of job progress and any reasons for delays.
• Respond professionally and courteously to every customer, recording all requests accurately and prioritising work based on health, safety, business criticality, and customer expectations.
• Ensure timely management of complaints, maintaining efficient and professional communications with all parties.
• Provide clerical and administrative support, including managing email inboxes, customer satisfaction surveys, meeting room booking reports, courier requests, and any ad-hoc tasks as required.

Professional and Personal Competencies/Qualifications

• Outstanding active listening skills.
• Ability to effectively communicate at all levels, both verbally and in writing.
• High level of data input accuracy and speed.
• Excellent customer service orientation with a strong understanding of customer complaint handling.
• Confident and assertive telephone manner.
• Enthusiastic and effective team player.
• Flexible, with the ability to adjust working patterns according to business needs.
• Working knowledge of Microsoft Excel and Word.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing

If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace

To find out more about what we do -

• Handling inbound customer calls, emails, and general enquiries.
• Providing accurate information about products, services, and company policies.
• Investigating and resolving customer complaints or issues promptly and efficiently.
• Processing customer orders, returns, and exchanges accurately.
• Maintaining up-to-date customer records and interaction logs.
• Liaising with other departments to resolve customer queries effectively.
• Seeking opportunities to upsell or cross-sell relevant products or services where appropriate.
• Contributing to a positive and supportive team atmosphere.

• Proven experience in a customer service or contact centre role.
• Excellent communication, interpersonal, and active listening skills.
• Strong ability to empathise with customers and resolve issues effectively.
• Proficient in using customer relationship management (CRM) software.
• Ability to work independently and as part of a team.
• Good organisational skills and the ability to multitask.
• A polite, patient, and professional demeanour.
• Resilience and the ability to handle challenging customer interactions.

Key Responsibilities:

Qualifications:

Skills:

What We Offer:

Job Title - Customer Service Executive

Reports to - Customer Services Team Leader

Department - Operations

Salary - £25,000

Location - Shoreham by Sea/Bellshill

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Customer Service Executive.

As part of the team, you'll be responsible for delivering exceptional Customer Service support to Focus Group customers.

Principal Responsibilities

• 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

Requirements

• 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

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.

IND1

• Lead and manage a team of customer service representatives.
• Provide ongoing coaching, training, and performance feedback.
• Handle and resolve escalated customer issues and complaints.
• Monitor team performance against KPIs and service level agreements.
• Implement strategies to improve customer satisfaction and retention.
• Develop and update customer service procedures and guidelines.
• Collaborate with other departments to enhance customer experience.
• Ensure adherence to company policies and quality standards.
• Identify training needs and opportunities for the team.

• Minimum 3-5 years of experience in customer service.
• Minimum 1-2 years of experience in a team lead or supervisory role.
• Proven track record of excellent customer service delivery.
• Strong leadership and motivational skills.
• Effective communication and problem-solving abilities.
• Proficiency with CRM and customer support software.
• Ability to manage time and priorities effectively.
• Experience in conflict resolution.

• Lead, coach, and develop a team of customer service professionals, fostering a supportive and high-performance culture.
• Manage the day-to-day operations of the customer service department, ensuring efficient workflow and timely issue resolution.
• Monitor customer service metrics and KPIs (e.g., response times, resolution rates, customer satisfaction scores).
• Handle escalated customer complaints and complex queries, providing timely and effective solutions.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Identify training needs for the customer service team and deliver or coordinate relevant training programmes.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Technical Support) to ensure a seamless customer journey.
• Contribute to the development of knowledge base articles and support documentation.
• Champion customer-centricity throughout the organisation.
• Ensure compliance with data protection regulations and company policies.
• Prepare regular reports on team performance and customer service trends for management.
• Assist in the recruitment and onboarding of new customer service team members.

• Previous experience in a senior customer service role or team lead position.
• Demonstrated experience in managing and motivating a customer service team.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in customer service software, CRM systems, and helpdesk platforms.
• Outstanding communication, listening, and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience in developing and implementing service improvement initiatives.
• A proactive approach to identifying and addressing customer needs.
• Strong organisational skills and attention to detail.
• Familiarity with data analysis and reporting.

• Lead and motivate a team of customer service representatives to achieve departmental goals and service level agreements (SLAs).
• Provide guidance, training, and support to team members, fostering a positive and productive work environment.
• Monitor customer interactions and provide feedback to ensure quality service delivery.
• Handle complex customer inquiries and escalations, resolving issues efficiently and effectively.
• Develop and implement strategies to improve customer satisfaction and retention.
• Analyse customer feedback and service metrics to identify trends and areas for improvement.
• Assist in the recruitment, onboarding, and performance management of customer service staff.
• Ensure adherence to company policies, procedures, and customer service standards.
• Collaborate with other departments to resolve customer issues and improve overall service delivery.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Manage team schedules and ensure adequate coverage to meet customer demands.
• Participate in team meetings and contribute to departmental planning.
• Champion a customer-centric culture throughout the team.
• Stay updated on product knowledge and industry best practices in customer service.
• Contribute to reporting on team performance and key customer service metrics.

• Previous experience in a customer service role, with demonstrated leadership or supervisory experience.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and guide a team effectively.
• Proficiency in using CRM software and customer support platforms.
• Good organisational and time-management skills.
• Ability to work effectively in a team environment and adapt to changing priorities.
• Experience in a hybrid work setting is a plus.
• A genuine passion for providing outstanding customer experiences.
• Familiarity with relevant industry products or services is advantageous.

• Lead, coach, and mentor a team of customer service representatives.
• Monitor team performance against key metrics and service level agreements (SLAs).
• Handle escalated customer complaints and complex inquiries.
• Develop and implement strategies to improve customer satisfaction and retention.
• Conduct regular team meetings and provide constructive feedback.
• Identify training needs and facilitate development opportunities for the team.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Ensure adherence to company policies and procedures.
• Collaborate with other departments to resolve customer issues effectively.
• Contribute to the continuous improvement of customer service processes.

• Minimum of 5 years of experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to lead and motivate a customer service team.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in handling difficult customer situations and escalations.
• Strong understanding of customer service best practices and metrics.
• Ability to analyze data and identify trends.
• Proficiency in customer relationship management (CRM) software.
• Adaptability and ability to work effectively in a remote setting.
• Relevant certifications or training in customer service management are a plus.