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:
o your team are aware of their security responsibilities & know how to access Daisy Group Security Policies hosted on the Intranet;
o 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 as the 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
#LI-Onsite