What Jobs are available for Customer Service in East Grinstead?

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team goals.
• Handle complex customer inquiries and complaints, providing timely and satisfactory resolutions.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new and existing staff on product knowledge, service standards, and best practices.
• Analyze customer feedback and provide insights to relevant departments for service and product enhancements.
• Manage daily operations of the customer service department, ensuring adequate staffing and efficient workflow.
• Act as a liaison between customers and other departments to resolve issues effectively.
• Maintain accurate customer records and interaction logs.
• Contribute to the development of knowledge base articles and support documentation.
• Ensure compliance with company standards and regulatory requirements.
• Foster a positive and customer-centric work environment.

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to train and mentor team members effectively.
• Strong organizational and problem-solving skills.
• Detail-oriented with a commitment to accuracy.
• Experience in the (Specific Industry - e.g., Tech, Retail, Finance) sector is advantageous.
• Ability to work under pressure and manage multiple priorities.
• A passion for delivering exceptional customer experiences.

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

• Handle inbound and outbound customer inquiries via phone, email, and chat.
• Provide exceptional customer service, addressing queries and resolving issues promptly and effectively.
• Manage and resolve complex customer complaints and escalations.
• Train and mentor new and existing customer service advisors.
• Assist in developing and updating customer service scripts and procedures.
• Analyse customer feedback to identify trends and recommend service improvements.
• Maintain accurate records of customer interactions and transactions.
• Contribute to team goals and KPIs related to customer satisfaction and resolution times.
• Ensure a consistent and positive customer experience across all touchpoints.
• Collaborate with other departments to resolve customer issues.

• Proven experience as a Customer Service Advisor or in a similar role.
• Experience in a senior or lead customer service position is highly preferred.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in CRM software and customer service platforms.
• Experience with online retail environments is a plus.
• Ability to work effectively both independently and as part of a team.
• Strong organisational skills and attention to detail.
• Flexibility to adapt to changing priorities.

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Oversee daily operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Monitor customer service performance metrics, identifying trends and implementing strategies to improve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs for new and existing team members on products, services, and customer service best practices.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and implementation of customer service policies and procedures.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.
• Identify areas for process improvement and implement solutions to enhance efficiency and customer experience.
• Liaise with other departments to resolve complex customer issues and communicate customer feedback.
• Ensure compliance with company standards and service level agreements.
• Assist with scheduling and workload distribution to ensure adequate coverage.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated leadership and coaching skills, with the ability to motivate and develop a team.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in customer service software and CRM systems.
• Ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Knowledge of customer service best practices and industry trends.
• A passion for delivering exceptional customer service.
• Proficiency in standard office software (e.g., MS Office Suite).
• Experience in a hybrid work environment is beneficial.

At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up.  We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.

The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.

Requirements

• Design and deliver a high-performing customer service strategy aligned with business goals.
• Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
• Build, recruit, and scale a high-performing team with clear objectives and KPIs.  Leading and inspiring the team to create a proactive, customer-first culture.
• Drive customer satisfaction and retention by continuously improving service levels.
• Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries.
• Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues.
• Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
• Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
• Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs).
• Support onboarding of major clients by ensuring smooth handover to the service team
• Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
• Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.

• Implementing a solution where we can sell our contact centre services to existing customers
• Create and maintain a world-class customer service operation.
• Ensure all customer service KPIs are met or exceeded.
• Develop talent within the team to foster growth and accountability.
• Improve resolution times and customer satisfaction scores across channels.
• Drive inter-departmental alignment around customer needs.

• Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team
• Strong understanding of customer service technology (e.g. ticketing systems, CRMs).
• Data-driven mindset with the ability to extract insights and act on them.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, hands-on leader with a ‘can-do’ attitude.
• Scale up experience and experience of working with small teams essential
• Minimum 5 years in customer service roles, including 2+ years in management or strategic role.
• Ability to thrive in a fast-paced, high-growth environment.
• Strong planning, organisational, and prioritisation skills.

Benefits

• Competitive salary
• Career development opportunities and ongoing training
• On-site parking
• Supportive and collaborative work culture
• Paid Birthday leave
• Free food and drinks

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation, this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

Role Overview

We are seeking a highly organised and customer-focused Customer Service & Billing Coordinator to join our team in Maresfield, UK.

This role plays a vital part in ensuring excellent customer service delivery, accurate billing, and effective management of customer accounts, supporting both operational and finance teams. The ideal candidate will have a strong understanding of customer portals, invoicing within a service-based business, and credit control processes. Experience using Microsoft Dynamics 365 (D365) is highly desirable.

Responsibilities

• Serve as the primary point of contact for customer service inquiries within the security division.
• Manage and maintain customer accounts through internal systems and customer portals.
• Prepare, process, and issue invoices accurately and on schedule.
• Handle credit control activities, including chasing outstanding payments and maintaining up-to-date records.
• Process and raise credit notes in line with company policy and approval processes.
• Collaborate with operations, sales, and finance teams to resolve billing discrepancies and ensure customer satisfaction.
• Monitor and report on customer account status, billing trends, and overdue balances.
• Assist with continuous improvement of billing and customer service processes.
• Utilise Microsoft D365 and related tools for data management, reporting, and workflow automation.

Requirements

• Proven customer service experience within the security industry or a related service-based environment.
• Strong understanding of service invoicing processes and credit control principles.
• Proficiency in using customer portals for account management and communication.
• Experience with Microsoft Dynamics 365 (D365) preferred; strong MS Office skills required (Excel, Outlook, Word).
• Excellent communication and interpersonal skills, with a customer-centric approach.
• High attention to detail and accuracy in data and financial transactions.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Problem-solving mindset with a proactive attitude toward process improvement.

About us

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world.

Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.