DSD Customer Experience Executive

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DSD Customer Experience Executive, Nelson

Client: [Client Name]

Location: Nelson, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: b3935a686bf4

Job Views: 11

Posted: 28.04.2025

Expiry Date: 12.06.2025

Job Description

Salary: Up to £24,000 DOE

Location: Nelson or Prudhoe

Working Hours: Monday to Friday, 8:30/9:00 - 5:00/5:30 (37.5 hours)

Responsibilities

• Support complex cases by rebuilding customer confidence through effective communication and attention to detail.
• Identify root causes of dissatisfaction, provide feedback, and suggest improvements.
• Provide knowledge support to DSD teams.
• Handle customer escalations confidently, manage objections, and take ownership for resolutions.

Nursery Customer Ownership (first 3 months)

• Perform quality checks on build, tariff, and billing.
• Conduct proactive review calls with new customers post-delivery to understand needs.
• Transition customers into wider DSD teams after nursery phase.
• Monitor for fraudulent activity and report security incidents as needed.
• Review Daisy Security Policies regularly to ensure compliance.

Qualifications

• Problem-solving skills.
• Experience in creating and managing working documents.
• Good knowledge of Daisy products and internal networks.
• Ownership and resolution of issues.
• Strong decision-making and prioritization skills.
• Ability to analyze and interpret data.
• Flexible, proactive attitude with a 'can do' approach.

Benefits

We value our employees and offer:

• 25 days holidays plus bank holidays, increasing with service up to 30 days.
• Professional development opportunities.
• Eye care vouchers and discounted Medicash membership.
• Sim deals for employees and their families.
• Discounts at over 1,200 retailers.
• Additional day off for birthdays or weddings.