Customer Escalations Specialist

Daisy Group; Lower Blandford St Mary; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

24 days holiday + bank holidays

Referral bonus

Professional development

Eye care vouchers

Discounted Gym Membership

Virgin Media/O2 deals

Job summary

Daisy Group, soon re-branded as O2 Business, is seeking a Customer Service Specialist to deliver excellent service and ownership of customer resolutions. You will handle queries, de-escalate issues with empathy, and coordinate with internal teams to resolve complaints within a 9am–5.30pm weekday schedule.

Salary up to £33,000 per year DOE, with 24 days holiday plus bank holidays and additional perks. The role is based on-site with 4Com Ltd as employing entity, under the O2 Business umbrella.

Qualifications

• Excellent communication and relationship-building skills.
• Strong organisational skills with proactive attitude.
• Goal-oriented problem-solving and attention to detail.

Responsibilities

• Proactively resolving customer complaints by working with internal teams to improve the journey.
• De-escalating challenging situations with professionalism and empathy.
• Taking ownership of cases, prioritising workloads and resolving promptly.
• Identifying root causes of complaints and suggesting improvements to reduce volumes.
• Managing escalated cases with Finance Partners and the Ombudsman, ensuring compliance.
• Building relationships with stakeholders and third parties with professional, credible communication.

Skills

Excellent communication

Organisational skills

Problem-solving

Attention to detail

Independent work

Tools

Microsoft Office

Job description

Exciting news from us at Daisy: we're re-branding to O2 Business! Following the merger between Virgin Media O2 Business and Daisy Group last year, we're taking the next step in our journey by announcing our new brand! As O2 Business, we believe in the wonder of simplicity; the joy of that comes when technology works as it should, with reliability, clarity, and speed. We're incredibly excited about this next step in our journey and you could be on that journey too.

We are looking for a Customer Service Specialist to deliver excellent customer service and satisfaction while supporting our customers with queries or concerns. The role is responsible for taking ownership of customer resolutions, using active listening, clear written communication and telephone conversations to achieve positive outcomes.

Salary: Up to £33,000.00 per annum DoE

Hours of work: Monday - Friday 9am - 5.30

What You'll Be Doing

• Proactively resolving customer complaints by working collaboratively with internal departments to understand and improve the customer journey.
• Managing complaint handling with professionalism, empathy, and confidence, effectively de-escalating challenging situations where required.
• Taking ownership of cases, prioritising workloads, and ensuring complaints are resolved promptly and efficiently.
• Identifying root causes of complaints and recommending improvements to enhance the customer experience and reduce complaint volumes.
• Managing escalated cases involving Finance Partners and the Ombudsman, ensuring all correspondence complies with regulatory and internal requirements.
• Building effective relationships with key stakeholders, regulatory bodies, and third parties, communicating with professionalism, credibility, and sound judgement.

What We're Looking For

• Excellent organisational skills, a proactive attitude, and the ability to use their own initiative.
• Strong attention to detail and a solutions-focused approach to problem-solving.
• Excellent communication and relationship-building skills.
• The ability to work independently while contributing positively to a team environment.
• Strong written English and proficiency in Microsoft Office applications.
• A balance of commercial awareness and customer focus, delivering positive outcomes for all parties.
• Experience managing complaints and escalated customer cases would be Preferable

We are part of a wider company - O2 Business, however your employing entity is 4Com Ltd

What's in it for you

Our ethos is simple: the more you put in, the more you get out.

What we Offer

• 24 days holiday + bank holidays, with an extra day for each year of service (up to 30 days)
• Referral bonus - bring great people, get rewarded!
• Professional development - training and support to help you grow
• Eye care vouchers and Discounted Gym Membership
• Exclusive Virgin media and O2 deals for you and your family/friends
• Variety of Incentive schemes depending on role

At O2 Business, we're passionate about developing those who drive results and build rewarding careers. As a Customer Service Specialist this is your chance to make a real impact.