Dsd Customer Experience Executive

2 days 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 to 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 £25,000 DOE**

**Location: Nelson or Prudhoe**

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

**Responsibilities**:

- 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:

- 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.
- 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

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