Overview
DSD Customer Experience Executive - 12 Month Maternity Cover (Part-Time)
Join to apply for the DSD Customer Experience Executive - 12 Month Maternity Cover (Part-Time) role at Daisy Group.
Location: Nelson or Prudhoe
Salary: Up to £25,000 DOE pro rata
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:
o Quality checks for build/tariff/billing
o Proactive review calls with new customers post-delivery of solution/services for understanding customer needs, i.e., training, snagging, billing set up.
o Transitioning customers into wider DSD teams, post nursery phase.
o Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
o Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
o 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.
o Carry out any ‘ad hoc’ assignments as and when required.
o To be compliant with health and safety company policy and legislation.
Qualifications
o Ability to problem solve.
o Attention to detail.
o Experience of creating and owning working documents, e.g., issue log/service improvement work.
o A good knowledge of all Daisy products.
o A good knowledge of internal network and 3rd party suppliers.
o Ownership of issues to a resolution.
o Decision Making.
o Ability to prioritise workloads and work autonomously.
o Demonstrate an ability to understand, analyse and interpret data.
o Take ownership of issues and follow through to a satisfactory conclusion.
o A ‘can do’ attitude with a flexible approach to work.
Benefits
o 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
o £500 referral scheme bonus
o Professional development to help you achieve your personal goals
o Eye care vouchers available and discounted Medicash membership
o Sim deals for you and your family/friends
o Access to discounts and savings at more than 1,200 retailers
o An additional day off on your birthday or if you're getting married
#J-18808-Ljbffr