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 major networks and suppliers, as well as through acquisitions – providing exciting new opportunities to support UK businesses.
Job Details
Salary: £30,000 per annum
Location: Nelson
Working Hours: Monday - Friday, 8:30/9:00 - 17:00/17:30
Role Overview: Working within the Continual Improvement Team to enhance service quality through initiatives aimed at improving internal operations, processes, costs, and customer experience.
Responsibilities
* Collaborate with Customer Experience teams to gather feedback and identify areas for improvement as part of the ‘Help Make It Better’ initiative.
* Promote a culture of continuous improvement within Operations and Service.
* Own issue investigations, working with stakeholders to resolve problems and rebuild customer trust.
* Support credit approval processes, ensuring accurate root cause analysis to monitor trends and reduce billing errors.
* Review and recommend improvements to Customer Service processes and documents, adhering to quality procedures.
* Lead the delivery of improvement plans, engaging stakeholders and reporting progress to foster a culture of change.
* Share best practices across teams to optimize service improvements.
* Coach Operations team members to enhance performance.
* Ensure timely and accurate credit approvals within SLA standards.
* Review root causes and approve credits in line with ISO9001 standards.
* Contribute to credit reduction objectives and process improvements aligned with business goals.
* Support adherence to the Credit framework and promote continuous improvement efforts across teams.
Qualifications
* Experience in Telecoms preferred
* Customer Service Centre experience essential
* Excellent communication skills, both written and verbal
* Strong analytical and problem-solving abilities
* Ability to prioritize and work independently
* Resilience under pressure
* Flexible attitude and proactive approach
* Proficient in Word, Excel, and Outlook
* High attention to detail
* Ability to drive resolution improvements and ownership
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 are proud to be awarded a 2-Star accreditation by the Sunday Times Best Companies and voted the UK's No.1 Telecoms company in 2023.
Benefits include:
* 25 days holidays plus bank holidays, with an additional day for each year of service up to 30 days
* £500 referral bonus
* Support for professional development
* Eye care vouchers and discounted Medicash membership
* Sim deals for you and your family/friends
* Discounts at over 1,200 retailers
* Additional day off for birthdays or weddings
#LI-Onsite
#J-18808-Ljbffr