Senior Customer Service Executive

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

Job summary

Join a leading independent provider of telecom services as a Mobile Account Manager Senior Service Executive. This role is vital in delivering exceptional support to clients, managing service requests, and ensuring timely resolutions. You'll work closely with Mobile Account Managers, coordinating with internal teams and external partners to enhance customer satisfaction. With a strong focus on communication and operational efficiency, you'll play a key role in strengthening client relationships. This innovative firm values professional development and offers a collaborative environment where your contributions will make a significant impact.

Benefits

Professional development

Eye care vouchers

Discounted Medicash membership

Additional day off on birthday

Salary pension scheme

Exclusive offers on Daisy products

Qualifications

• 1+ years of customer service experience is required.
• Experience with O2, Voda, and EE networks is a plus.

Responsibilities

• Collaborate with Mobile Account Managers to resolve service tickets within SLAs.
• Manage service requests like billing inquiries and SIM swaps.

Skills

Customer Service Experience

Communication Skills

Problem Solving

Tools

Excel

Word

PowerPoint

Job 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

The Mobile Account Manager Senior Service Executive (MAM SSE) is an essential part of the branded mobile Small to Medium service team, dedicated to delivering exceptional support and service to our clients. As a MAM SSE, you will be assigned to work alongside Mobile Account Managers to proactively oversee and manage customer service tickets, ensuring timely resolution in line with established SLAs.

In this role, you will handle a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, demonstrating a strong commitment to customer satisfaction and operational efficiency. You will coordinate with both internal teams and external partners to resolve issues effectively, ensuring a seamless and positive client experience. By maintaining clear communication and a solution-focused approach, you will contribute to strengthening client relationships and enhancing overall service quality.

Salary: Up to £25,000 per annum (DoE)
Location: Birmingham
Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30 (37.5hrs)

Responsibilities

• Collaborate with assigned Mobile Account Managers to oversee and resolve customer service tickets within established SLAs, ensuring timely and effective support.
• Manage a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, while maintaining a high standard of customer satisfaction.
• Proactively coordinate with internal teams and external partners to facilitate efficient resolution of service requests.
• Update and maintain the service ticket system, ensuring all tickets are accurately logged, tracked, and up to date for effective case management.
• Monitor open tickets to identify and escalate any potential delays or issues, proactively working to meet or exceed service quality expectations.
• Communicate clearly and professionally with clients and stakeholders, providing status updates and resolutions that reinforce positive client relationships.
• Contribute to continuous improvement initiatives by identifying common issues and suggesting process enhancements to streamline the service.

Qualifications

• Customer Service Experience (1 years+)
• O2, Voda, EE networks Experience (Not Essential)
• Dealing with customers directly / indirectly
• Excel / Word / PowerPoint
• Accountable and driven

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 voted by Best Companies as the UK's 4th best Telecoms company and we are in the UK's top 75 Best Large Companies to work for in 2022.

Here are some of the benefits that we offer:

• Professional development to help you achieve your personal goals.
• Eye care vouchers available and discounted Medicash membership.
• Access to discounts and savings at more than 1,200 retailers.
• An additional day off on your birthday or if you're getting married.
• Auto enrolment following probation into a salary pension scheme.
• Access to exclusive offers on a range of Daisy products.