DSD Customer Experience Executive

Daisy Communications; Nelson; On-site; GBP 20,000 - 24,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team, focusing on customer support and satisfaction. This role involves managing customer escalations, providing knowledge support, and ensuring seamless transitions for new clients. With a commitment to excellence, the company offers a dynamic work environment where your contributions will directly impact customer experiences. Enjoy a range of benefits including generous holiday allowances, professional development opportunities, and a vibrant workplace culture that values your input. If you are passionate about delivering exceptional service, this could be the perfect opportunity for you.

Benefits

25 days holidays plus bank holidays

£500 referral scheme bonus

Professional development

Eye care vouchers

Sim deals for family/friends

Access to discounts at retailers

Additional day off on birthday or wedding

Qualifications

• Exceptional attention to detail and effective communication skills.
• Ability to problem solve and manage customer escalations.

Responsibilities

• Support complex customer cases and rebuild confidence.
• Conduct quality checks and proactive review calls with new customers.

Skills

Problem Solving

Attention to Detail

Decision Making

Data Analysis

Autonomous Work

Customer Communication

Job description

Company Description

Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition – so there’s always an exciting new opportunity to support UK businesses on the horizon.

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:

1. The ideal candidate will have exceptional attention to detail and ability to re-build customer confidence through effective communication, in order to support with complex cases.
2. Identify root causes of dissatisfaction and provide feedback and suggest improvements.
3. Providing knowledge support to DSD teams.
4. Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution. Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions.

Owning ‘new’ customers as a nursery function for 3 months:

1. Quality checks for build/tariff/billing.
2. Proactive review calls with new customers post-delivery of solution/services for understanding customer needs, i.e., training, snagging, billing set up.
3. Transitioning customers into wider DSD teams, post nursery phase.
4. Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
5. Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.

Qualifications

1. Ability to problem solve.
2. Attention to detail.
3. Experience of creating and owning working documents, e.g., issue log/service improvement work.
4. A good knowledge of all Daisy products.
5. A good knowledge of internal network and 3rd party suppliers.
6. Ownership of issues to a resolution.
7. Decision Making.
8. Ability to prioritise workloads and work autonomously.
9. Demonstrate an ability to understand, analyse and interpret data.
10. Take ownership of issues and follow through to a satisfactory conclusion.
11. A ‘can do’ attitude with a flexible approach to work.

Additional Information

What are the benefits of working at Daisy?

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

We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023.

Here are some of the benefits that we offer:

1. 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
2. £500 referral scheme bonus.
3. Professional development to help you achieve your personal goals.
4. Eye care vouchers available and discounted Medicash membership.
5. Sim deals for you and your family/friends.
6. Access to discounts and savings at more than 1,200 retailers.
7. An additional day off on your birthday or if you're getting married.

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