Customer Service Executive

Daisy Communications; Nelson; On-site; GBP 21,000 - 30,000; Full time

Job summary

Daisy is seeking a Customer Service Executive in Nelson. You will be the first point of contact across phone, email, live chat and digital portals, handling a range of enquiries from billing to orders and technical issues, delivering timely resolutions.

You will own cases, escalate when needed, and maintain accurate records while meeting SLAs. Strong communication and MS Office/CRM experience are essential. Monday–Friday 8:30/9:00–17:00/17:30.

Qualifications

• Experience in fast-paced customer service is required.
• Strong written and verbal communication across channels.
• Ability to own and resolve issues at first contact where possible.
• Experience with MS Office and CRM systems.

Responsibilities

• Act as the first point of contact across multiple channels (phone, email, live chat, portals).
• Handle a wide range of enquiries including billing, orders and service faults.
• Take ownership of issues and resolve at first point of contact whenever possible.
• Escalate to second-line teams when needed and document interactions accurately.

Skills

Customer service experience

Multichannel support

Problem solving

Communication skills

Tools

Microsoft Office

CRM systems

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’re looking for a Customer Service Executive

This is an exciting opportunity to step into, as a Customer Service Executive, you will take full ownership of customer queries, delivering timely and effective resolutions that meet both customer needs and business objectives.

You will act as the first point of contact across multiple communication channels, including telephone, email, live chat, and digital platforms, handling a wide range of enquiries while ensuring a high standard of service delivery.

Job Title: Customer Service Executive

Location: Nelson

Hours of work: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours)

What You'll Be Doing

As a Customer Service Executive, you will:

• Act as the first point of contact for customer enquiries, including:
  • General account queries
  • Billing enquiries
  • Order management
  • Technical faults and service issues
  • Disconnection requests
• Provide support across multiple communication channels (e.g. phone, email, live chat, and online portals), ensuring a consistent and professional customer experience
• Take full ownership of customer issues, ensuring resolution at the first point of contact where possible
• Identify when escalation is required and transfer queries smoothly to second-line teams (including warm transfers where appropriate)
• Deliver a right-first-time service, meeting customer expectations and service level agreements
• Build rapport with customers, providing clear, accurate, and timely information
• Maintain accurate and comprehensive records of all customer interactions within internal systems
• Identify opportunities to support business growth (e.g. cross-selling or referrals to specialist teams where appropriate)
• Work collaboratively with internal departments to resolve issues and improve customer outcomes
• Proactively identify process inefficiencies and suggest improvements
• Manage customer complaints and escalations in a confident and professional manner

What We’re Looking For

• Experience working in a fast-paced customer service environment
• Strong communication skills across multiple channels (verbal and written)
• Excellent telephone manner and professional written communication (email/live chat)
• Ability to analyse, prioritise, and resolve problems effectively
• Strong listening and questioning skills to identify root causes
• Ability to take ownership and follow tasks through to completion
• Comfortable using Microsoft Office and customer management systems
• Strong attention to detail and organisational skills
• A proactive, flexible, and positive approach to work
• Ability to work both independently and as part of a team

At O2 Business, we’re passionate about developing those who drive results and build rewarding careers.

The Company

We’re Daisy, the largest independent telecoms company in the UK.

We employ over 1,500 people spread across 9 locations throughout the UK, and we serve over 175,000 customers.

Our mission is Keep Britain Working, which we do by working with all of the major networks and suppliers, allowing us to provide the best systems at the best rates to meet their needs.

Why work with Daisy?

We’re proud of how frequently we appear in employee rated lists such as Best Companies, which reflects our ongoing commitment to creating a workplace which in which our team learn, develop, and progress.

Across all our offices, you’ll see the Daisy culture in action; inclusive, supportive and encouraging, which helps us work together to Keep Britain Working.