DSD Customer Experience Executive - 12 Month Maternity Cover (Part-Time)

Daisy Communications; Nelson; On-site; GBP 21,000 - 25,000; Full time

Job summary

A leading telecom company in the UK is seeking a dedicated customer support specialist in Nelson. The successful candidate will excel in problem-solving and customer interaction, ensuring satisfaction through effective communication and attention to detail. Benefits include competitive salary, professional development opportunities, and a generous holiday allowance.

Benefits

25 days holidays plus bank holidays

£500 referral scheme bonus

Professional development

Discounted Medicash membership

Sim deals

Access to discounts at retailers

Extra day off on your birthday

Qualifications

• Proven ability to investigate and resolve customer issues effectively.
• Experience in creating and maintaining working documentation.
• Ability to analyze and interpret data for problem resolution.

Responsibilities

• Support complex customer cases effectively.
• Identify and escalate process issues for resolution.
• Conduct proactive review calls with customers.

Skills

Problem solving

Attention to detail

Decision Making

Ability to prioritize workloads

Flexible approach to work

Tools

Daisy products knowledge

Understanding of internal networks

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 £25,000 DOE pro rata

Location: Nelson or Prudhoe

Working Hours: Monday to Thursday 09:00 - 15:00, Friday 09:00 - 13:30 (28.5 hours)

Responsibilities:

• 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.
• Identify root causes of dissatisfaction and provide feedback and suggest improvements.
• Providing knowledge support to DSD teams.
• 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:

• Quality checks for build/tariff/billing
• Proactive review calls with new customers post-delivery of solution/services for understanding customer needs, i.e., training, snagging, billing set up.
• Transitioning customers into wider DSD teams, post nursery phase.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• If you are a Manager of staff, you must ensure:
  • your team are aware of their security responsibilities & know how to access Daisy Group Security Policies hosted on the Intranet;
  • the principles listed with the Daisy Group Security Policy Statement document are embedded within the operations of your team.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation.

Qualifications

• Ability to problem solve.
• Attention to detail.
• Experience of creating and owning working documents, e.g., issue log/service improvement work.
• A good knowledge of all Daisy products.
• A good knowledge of internal network and 3rd party suppliers.
• Ownership of issues to a resolution.
• Decision Making.
• Ability to prioritise workloads and work autonomously.
• Demonstrate an ability to understand, analyse and interpret data.
• Take ownership of issues and follow through to a satisfactory conclusion.
• 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 asthe UK's no.1 Telecoms company in 2023.

Here are some of the benefits that we offer…

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

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