Executive Resolutions Manager

We are the UK’s #1 independent provider of voice, connectivity, mobile, phone system and cloud services.

We help c. 84,000 direct customers – businesses of all sizes and across almost every sector – connect better with their customers, suppliers and teams.

We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we’ll always get the best deal in the market for our customers.

This role will entail logging all incoming complaints into Executive Resolutions, raised both verbal and written.

Location: Nelson/Home Working
Salary: Up to £20,000 DOE
Working Hours: Monday to Friday, 8:30 to 17:00

Responsibilities:

• Take ownership and investigate all complaints fully
• Resolve all complaints within service level agreement, ensuring the customer is kept informed throughout
• Technical Understanding of IP Data and Voice products. Technical help desk experience with a proven ability to perform technical diagnostics on telephony, network and ICT Systems
• Attention to detail capturing technical information and piecing together complex solutions to drive a resolution
• Re-build and restore customer confidence through effective communication, setting expectations and delivering
• Maintain good working interdepartmental relations in order to complete resolutions effectively
• Identify root cause of complaints and drive improvements
• Provide ad-hoc help and support to Customer Service & Operations Teams
• Monitor, respond and provide advice to customers who have been impacted by fraud
• Monitor and respond to complaints/dissatisfaction via social media (Twitter, Facebook and Review Centre)
• Support in driving a continuous improvement culture by reviewing and recommending improvements on all Customer Service and Operational processes
• Ensure all systems are kept fully updated
• Follow company procedures and deliver high level customer service to achieve maximum customer satisfaction
• Maintain a professional attitude at all times
• 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.

• Previous experience in a Telecoms or complaints role is desired
• Customer Service experience essential
• Excellent verbal and written communication skills
• Desire to examine and understand situations
• Ability to think creatively and problem solve around complex issues
• Demonstrable understanding of and ability to work with emerging technologies
• Technical Understanding of IP Data and Voice products
• Able to prioritise workload and work autonomously
• Able to work under pressure
• Tenacious
• Strong attention to detail
• Ability to drive improvements to resolution and identify ownership of issues
• Computer literate in Word, Excel and Outlook

This job role will require a mixture of home and office based work. As such, you must be able to comply with our Health and Safety advice regarding your home working set up.

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

We have recently achieved a Two Star Accreditation from Best Companies, meaning we have "Outstanding Levels" of Employee Engagement - there has never been a better time to join us!

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• 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
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products
• Up to four weeks’ company sick pay over a 12-month rolling period