Service Desk Executive

3 weeks ago


Nelson, United Kingdom Daisy Communications Full time

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**:
**Salary: Up to £23,000 Pro rata (Maternity Cover)**
**Location: Nelson**
**Working Hours: Monday to Friday between 8:30 - 17:30 (23 hours Part Time)**

**Key Responsibilities**:

- To build and maintain good working relationships with both internal and external customers, establishing and building strong relationships with other departments.
- Providing accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.
- Increase customer loyalty and reduce churn, working in synergy with other departments.
- 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.
- To deliver against the key business objectives, business service level agreements and individual key performance indicators.
- To provide a ‘right first time’ level of service which ensures customer needs and expectations are met.
- To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.
- To act as the central point of support of order provision, along with a champion of the quality check process for your team.
- To ensure high usage reports are monitored and to make sure these are highlighted within your team.

**Qualifications**:

- Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
- Previous experience within a telecommunications-based company or role is desirable.
- 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.
- Able to build and maintain good working relationships with internal and external customers.
- Ability to work well as an individual and as part of a team.
- Possess excellent verbal and written communication skills.
- A high level of professionalism.
- Excellent problem analysis/solving skills.
- Attention to detail in all aspects of working.
- Effective communication skills, being able to pinpoint the exact issue to get a resolution.
- Demonstrate a logical thought process, meeting customer demands and expectations.
- Competent with all Microsoft packages as a desirable.

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



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