Focus Group

Sales

• Act as the subject matter expert for all IT & Cyber product area's (e.g., cloud solutions, cyber security, managed services, Microsoft 365, backup/DR)
• Maintain cutting-edge knowledge of product features, benefits, competitive positioning, and market trends
• Stay ahead of industry developments, vendor updates, and emerging technologies
• Share best practice strategies and playbooks with sales teams
• Peer-review proposals, documentation, and technical content for accuracy
• Champion your product area across the business, building confidence and capability
• Partner with Account Managers and BDMs to qualify opportunities and shape solutions
• Join customer meetings, presentations, and demonstrations to articulate product capabilities
• Translate complex technical features into clear business benefits that resonate with decision-makers
• Help craft tailored proposals and solution recommendations based on customer needs
• Support objection handling by providing technical evidence and competitive positioning
• Work with Customer Engagement teams to identify upsell and cross-sell opportunities within existing accounts
• Identify customer needs and develop solutions that maximize account growth potential
• Support the sales cycle from qualification through to close on complex opportunities
• Collaborate with pre-sales, technical teams, and delivery to ensure solution feasibility
• Contribute to sales enablement initiatives by sharing insights and market intelligence
• Support the achievement of team and individual revenue targets through expert guidance

IT Sales Specialist

• Drive consistent achievement of individual and team sales targets, quotas, and KPIs
• Develop and execute tactical sales plans to maximize revenue and market penetration
• Monitor sales performance metrics and implement corrective actions where needed
• Oversee the entire sales pipeline with accurate forecasting and proactive opportunity management
• Ensure your team consistently converts opportunities across IT managed services, cloud, cyber security, and telecoms
• Build and maintain a high-performing sales team capable of selling complex IT solutions
• Provide hands-on coaching to develop consultative selling skills in managed services environments
• Challenge and support your managers to grow their leadership capabilities
• Ensure departmental activities align with company objectives and regional growth plans

Head of Sales

• Manage and coach a team of BDMs selling IT managed services, cloud, cyber security, and telecoms
• Conduct daily/weekly performance reviews – call quality, pipeline health, deal progression
• Shadow calls and client meetings to provide real-time coaching and feedback
• Jump into complex deals to support closing – you'll still be selling alongside your team
• Monitor CRM activity and ensure accurate pipeline management
• Run morning huddles and team meetings to drive daily focus and energy
• Review proposals and help craft compelling solutions for challenging opportunities
• Handle escalations and support your team with technical questions or difficult conversations
• Set and track individual and team targets (revenue, meetings, conversion rates, deal sizes)
• Identify underperformance early and implement improvement plans
• Conduct regular 1-2-1s focused on skills development and target achievement
• Manage PIP processes and make tough decisions when necessary
• Recognize and reward top performers to maintain momentum and morale
• Ensure your team follows sales processes and methodology consistently
• Collaborate with pre-sales, technical teams, and operations to remove blockers
• Provide accurate weekly/monthly forecasting to senior leadership
• Report on team performance metrics and identify trends or issues
• Work with marketing on lead quality and campaign effectiveness

IT Sales Manager

• You'll be the go-to authority for our IT & Cyber product area, supporting our sales teams to hunt down and identify opportunities, shape compelling solutions, and close complex IT deals.
• Act as the subject matter expert for all IT & Cyber product area's (e.g., cloud solutions, cyber security, managed services, Microsoft 365, backup/DR)
• Maintain cutting-edge knowledge of product features, benefits, competitive positioning, and market trends
• Stay ahead of industry developments, vendor updates, and emerging technologies
• Share best practice strategies and playbooks with sales teams
• Peer-review proposals, documentation, and technical content for accuracy
• Champion your product area across the business, building confidence and capability
• Partner with Account Managers and BDMs to qualify opportunities and shape solutions
• Join customer meetings, presentations, and demonstrations to articulate product capabilities
• Translate complex technical features into clear business benefits that resonate with decision-makers
• Help craft tailored proposals and solution recommendations based on customer needs
• Support objection handling by providing technical evidence and competitive positioning
• Work with Customer Engagement teams to identify upsell and cross-sell opportunities within existing accounts
• Identify customer needs and develop solutions that maximize account growth potential
• Support the sales cycle from qualification through to close on complex opportunities
• Collaborate with pre-sales, technical teams, and delivery to ensure solution feasibility
• Contribute to sales enablement initiatives by sharing insights and market intelligence
• Support the achievement of team and individual revenue targets through expert guidance

Program Manager

• Take overall ownership of client transformation programs, ensuring successful delivery of multiple projects within time, quality and budgetary constraints.
• Collaborate with Project Managers from both Focus and customers to coordinate project activities and timelines.
• Work closely with the Sales & Technical functions to identify and manage opportunities for program development and improvement.
• Develop and maintain program plans, schedules and budgets, ensuring alignment with customer goals and objectives.
• Monitor and own program progress, identifying risks and issues, and implement mitigation strategies to ensure successful outcomes.
• Act as a primary point of contact for customers, building strong relationships and ensuring customer satisfaction.
• Drive continuous improvement initiatives to enhance program delivery and customer value.

Programme Manager

Support Engineer

• Handle cases functionally escalated from 1st line, ensuring these are assigned, prioritised, and resolved efficiently.
• Provide technical support for Hosted Health customers, diagnosing and resolving hosted voice issues for healthcare sector customers.
• Investigate and resolve issues that cannot be fixed remotely, arranging site visits where necessary.
• Ensure accurate logging, updates, and closure of cases, keeping customers informed at every stage.
• Proactively make outbound calls to progress cases and avoid unnecessary delays.
• Work closely with suppliers to escalate and resolve service-impacting issues, maintaining strong communication with the customer.
• Configure hosted telephony systems and carry out changes in line with customer requirements.
• Support service adoption and optimisation for healthcare customers using hosted voice solutions

Technical Support Advisor, 2nd Line – Telco

Implementation Specialist

• Build and customise AI-driven solutions for our clients.
• Translate customer goals into scalable technical designs.
• Spend ~50% of your time engaging directly with customers—workshops, reviews, and troubleshooting.
• Develop secure integrations using Python, REST APIs, and supporting technologies.
• Provide ongoing support and optimisation for existing solutions.
• Collaborate with sales and product teams to shape future features.

Customer AI Implementation Engineer

Field Engineer

• Install, configure, and maintain telecoms systems including Horizon, LG, and other unified communications platforms
• Deploy structured cabling solutions across commercial environments
• Install and terminate copper cabling (Cat 5e, Cat 6, Cat 6a) to industry standards
• Install blown fibre tubing and cables using specialised equipment
• Perform fibre optic splicing, termination, and testing
• Conduct OTDR testing and use light source/power meters for verification
• Troubleshoot and resolve technical issues on client sites
• Participate in on-call rota to support critical client systems
• Ensure all installations comply with relevant industry standards and regulations
• Provide technical documentation and handover information

Telecoms Field Engineer

Customer Retention Specialist

• Contacting customers who've submitted leaving notifications or shown churn signals
• Conducting retention conversations to understand root causes of dissatisfaction
• Delivering relationship reviews and creating service improvement plans
• Coordinating with internal teams to resolve complaints and escalations
• Introducing value-add services that address customer pain points
• Cross-selling and upselling solutions that genuinely improve their experience
• Maintaining detailed records of high-value accounts and contract renewal triggers
• Identifying patterns in customer journeys where intervention prevents churn

Customer Loyalty Executive

Onboarding Specialist

• Own the journey that sets customers up for success
• You'll be the person responsible for taking new customers from signed contract to fully integrated, confident service users.
• You'll lead end-to-end transitions from incumbent providers, building comprehensive onboarding plans, conducting project meetings (including onsite visits when needed), and ensuring every department plays their part at exactly the right time.
• You'll work directly with customers throughout the transition and their first 90 days, spotting risks early, facilitating their move to our portal and systems, and making sure any gaps identified by our support team get resolved quickly.
• You'll conduct documentation checks, work with engineers on technical onboarding components, define customer processes like joiner/leaver procedures and device build standards, and capture everything from renewal dates to automation opportunities.
• When risks emerge during onboarding, you'll work with customers and sales teams to discuss them openly.
• When you spot upsell opportunities, you'll flag them to the right people.
• Throughout it all, you'll contribute to improving how we onboard customers across the board.

Customer Onboarding – Transition Specialist

Analyst

• Guide businesses through achieving Cyber Essentials and Cyber Essentials Plus certification
• Assess customer IT environments against core security controls
• Spot gaps, recommend fixes, and help coordinate certification readiness
• Explain needed changes to customers and work with engineering and support teams on complex tasks
• Help customers understand security posture and identify risks
• Prepare evidence packs for IASME assessors and support CE+ audits
• Become a trusted advisor to customers in the cybersecurity domain

Cyber Essentials Engineer – Analyst

Engineer

• Preconfigure telephony hardware and software using templated approaches and best practice standards
• Set up networking peripherals including routers, switches, and hosted management tools
• Conduct site surveys to ensure smooth implementation of new solutions
• Quality check all configurations before dispatch to guarantee everything works perfectly
• Install telephony solutions at customer sites, including any necessary data cabling or fibre work
• Provide remote installation support, guiding customers through connecting their solutions
• Deliver training to end users, ensuring they can use systems independently and effectively
• Manage your own workload to meet customer deadlines while maintaining service excellence

Telecoms Installations & Maintenance Engineer

• Installation & Configuration: Provide installation and configuration services for a wide range of ICT solutions, including network infrastructure, servers, and telephony services.
• Customer Support: Ensure a high-quality customer experience in relation to the installation or maintenance of IT and telephony services.
• Team Collaboration: Liaise with project management teams, 3rd Line Engineers, and Service Desk Engineers to ensure smooth operations and delivery of projects.
• Documentation & Reporting: Audit and document client infrastructure, providing accurate updates to case management and field services tools.
• Troubleshooting & Maintenance: Assist with troubleshooting network equipment and resolving issues for both small and large projects.

IT Field Engineer

• Resolve technical faults both remotely and on-site across all supported products, ensuring SLA compliance and high levels of customer service.
• Collaborate with Mitel and third-party support partners to progress and resolve technical issues.
• Conduct site and remote surveys to assess solution suitability and customer requirements.
• Perform system upgrades and fault investigations, including out-of-hours work when necessary.
• Join the Oncall rota to provide 24/7 support for Mitel customers
• Provide training and support to service functions and other engineers.
• Ensure safe working practices and maintain company equipment in good condition.

2nd Line Engineer, Mitel

Pre-sales Engineer

• Attend meetings with prospective and existing customers to determine technical and business requirements and ensuring that all required information is collated prior to producing a solution.
• Provide technical solutions in a professional manner and to agreed timeframes, seeking guidance from the technical teams on best practice and suitability.
• Create and confidently deliver technical presentations internally and externally.
• Deliver training on solutions and provide product support to Business Development Managers, Account Managers & channel partners.
• Create design configuration documentation, based on proposed solutions, including network diagrams and technical design.
• Work with the Product Team to feedback on issues with current products and provide input around new products.
• Meet individual and team KPI’s in relation to deal closure where pre-sales involvement has been provided.

Technical Pre-Sales Consultant

• Provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of the Product Services team.
• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and meet any agreed personal call targets.
• Diagnose, log, action and follow through to resolution cases, including escalations while keeping the customer informed of progress; identify when a case cannot be fixed remotely and route to Field Allocation for a site visit.
• Troubleshoot hardware and software problems and configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.

• Deliver outstanding customer service at all times
• Provision of mobile orders for all major networks via Wholesale and Distribution carriers
• Assist and support mobile sales team
• Direct interaction with client and sales team via email, calls and face to face
• Managing customer accounts
• Updating system for handset orders and invoicing
• Handset purchasing through 3rd party suppliers
• Answering questions about products and services
• Monitoring calls and ensuring call waiting is kept to a minimum
• Communicating with different sectors of the business

Sales Support, Mobiles

• Provide 3rd-level technical support across Microsoft Azure, DevOps, Terraform, and IaC environments
• Troubleshoot and resolve complex technical issues quickly and effectively
• Monitor and maintain cloud infrastructure to ensure security, performance, and reliability
• Use automation tools (Terraform, ARM/Bicep, Azure CLI) to deliver scalable and consistent infrastructure solutions
• Collaborate with DevOps teams to optimise CI/CD pipelines and streamline development lifecycles
• Ensure cloud environments comply with security and governance best practices
• Create clear documentation and share knowledge with colleagues and stakeholders
• Stay at the forefront of emerging cloud technologies and apply them to improve support services

IT Sales Specialist

Head of Sales

IT Sales Manager

IT Sales Specialist

IT Sales Specialist

Programme Manager

Technical Support Advisor, 2nd Line – Telco

Customer AI Implementation Engineer

Telecoms Field Engineer

Customer Loyalty Executive

Customer Onboarding – Transition Specialist

Cyber Essentials Engineer – Analyst

Telecoms Installations & Maintenance Engineer

IT Field Engineer

2nd Line Engineer, Mitel

Technical Pre-Sales Consultant

Technical Support Advisor, 2nd Line – Telco

Sales Support, Mobiles

Support Engineer, 3rd Line