Posted on: 27th April 2026, by Magrathea
At Magrathea, brilliant service isn’t just about resilience or routing – it’s about the people behind it. Our Client Focus team sits at the centre of everything we do, making sure support is not only responsive, but informed, consistent and willing to work with clients as partners.
We asked the team to share what that really looks like day to day.
Charlotte, could you summarise what the team does?
“We take pride in getting to know our customers and delivering the best service we can. As first-line support, we are the first point of contact for most of our customer interactions, handling all manner of enquiries about our products, services and tools through to more complex issues.
On any given day, we might be doing everything from signposting to our client handbooks through to running call traces on a tricky fault – and most of the time we are able to resolve queries without needing to escalate to our technical team.”
Abby, what would you say is the biggest challenge the team solves for clients?
“We are seeing a lot of ported number faults at the moment, where a number has ported in to us some time ago. Because they still route to us via the original range-holder’s network, issues can be complex to diagnose and fix. It is often legacy routing that is the cause. While we have strong relationships with the other networks, these definitely take time and ingenuity to get sorted – especially without clear industry SLAs or escalation paths.”
Ashley added:
“That’s true – when issues across other networks, things can get complicated quickly! Call routing paths are all so interwoven, but fortunately our contacts at the other networks also want to get a problem solved – it just takes persistence to get there.”
Jay said:
“We know how frustrating this can be for clients with these types of faults, particularly when we can’t give a clear timeframe. What we can promise is that we keep pushing until it’s resolved.”
Ralph – what might people not realise about your team?
“Not everyone will realise the depth of knowledge here – especially among our more senior and long-standing members. We are ‘first line’ by name, but a lot of what we handle would sit at second or third line elsewhere. Of course, we involve the technical team when needed, but we resolve a huge amount ourselves – and that’s something we’re really proud of.”
Ben added:
“There is a lot of cross-team experience here. Our leadership is really supportive of us developing ourselves, which means many of us have worked across different areas of the business and this really comes in handy when we are investigating a more unusual fault.”
If your team were a Hitchhiker’s Guide character, who would you be?
“As a team, we of course understand the importance of always keeping a towel handy (don’t panic!), but there is probably a bit of Ford Prefect about us – calm under pressure and good at finding solutions that aren’t always the most obvious!”
Donna – what keeps you all motivated when things get busy?
“We are a really tight-knit team – we keep each other motivated and we all have each other’s back.”
Abby added:
“Absolutely – also it’s great when we hear back from a customer to confirm that an issue we’ve been working with them on is resolved. We don’t do it for the ‘thank yous’ but we love to get them – they are a little ray of sunshine in on a busy day!”
Finally, Laura – as you are the Client Support Team Lead – how would you describe the team in three words?
“Caring, capable, reliable and effective.” I know that is four words – but that is our aim, to always add a bit extra 😉
It’s not just about resolving tickets – it’s about building relationships that last. When your support team understands your business, your priorities and communicates clearly, everything runs more smoothly. So next time you raise a support request, you can be confident there’s a dedicated team of experts behind the scenes, working to make sure everything stays on track.”
Speaking to the team, what comes through clearly is a strong sense of ownership and pride in what they do. It’s not just about resolving issues, but about understanding clients and seeing things through properly.