Tier 2 Customer Service Executive

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

Job summary

A leading telecommunications provider in the UK is seeking a Tier 2 Customer Service Executive to enhance their customer service operations. The role involves managing escalated customer complaints, coaching Tier 1 agents, and ensuring high levels of customer satisfaction. This position is ideal for a candidate with a strong background in telecommunications and excellent communication skills.

Benefits

25 days holidays plus bank holidays

Holiday purchase scheme

£500 referral scheme bonus

Professional development

Eye care vouchers

Discounted Medicash membership

Access to discounts at over 1,200 retailers

An additional day off for birthday or marriage

Qualifications

• Customer Service experience essential.
• Excellent verbal and written communication skills.
• Ability to think creatively and problem-solve around complex issues.

Responsibilities

• Investigate and take full ownership of customer complaints.
• Coaching to upskill and develop the Tier 1 team.
• Maintain good interdepartmental relations to complete resolutions effectively.

Skills

Communication

Problem Solving

Attention to Detail

Tools

Word

Excel

Outlook

Job description

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Company Description

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

Company Description

Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we 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

Title: Tier 2 Customer Service Executive

Salary: £24,300 per annum

Location: Nelson

Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30 (37.5 hours)

You will be responsible for the effective resolution of escalated customer complaints. Supporting the Tier 1 agents through call handling, coaching, and upskilling. Proactively managing workload to maximise the teams performance.

Responsibilities:

• Investigate and take full ownership of customer complaints and complex queries, both written and verbal, signposting to Ombudsman Services where required.
• Ensure complaints are resolved in a timely manner, ensuring the customer is kept informed throughout.
• Coaching to upskill and develop the Tier 1 team.
• Maintain good interdepartmental relations in order to complete resolutions effectively.
• Support in driving a continuous improvement culture by reviewing and recommending improvements on Customer Service and Operational processes.
• Follow company procedures and deliver high-level customer service to achieve maximum customer satisfaction.
• Maintain a professional attitude at all times.
  
  

Qualifications

Qualifications

• Previous experience in a Telecoms or complaints role is desired
• Some understanding of IP Data and Voice products
• Customer Service experience essential
• Excellent verbal and written communication skills
• Desire to examine and understand complex issues
• Ability to think creatively and problem-solve around complex issues
• Able to prioritise workload and work autonomously
• Able to work under pressure
• Strong attention to detail
• Ability to drive improvements to resolution and identify ownership of issues
• Computer literate in Word, Excel and Outlook
  
  

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 no.1 Telecoms company and we are in the UK's top 30 Best Large Companies to work for 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!
• Holiday purchase scheme
• £500 referral scheme bonus
• 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
  
  

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Telecommunications

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