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.

As an Executive Resolutions Manager, you will be responsible for the effective resolution of escalated and director level complaints.

Location: Nelson or Prudhoe with Home Working
Salary: £20,000 DOE
Working Hours: Monday to Friday, 9:00 to 17:30

Responsibilities:

• The ideal candidate will have exceptional attention to detail and ability to re-build customer confidence through effective communication.
• Taking full ownership of escalated customer complaints, both written and verbal.
• Having the confidence to devise bespoke resolutions to complex solutions and scenarios.
• Resolving complaints in a timely manner, ensuring the customer is kept informed throughout.
• Identifying the root cause of complaints and providing internal feedback and process improvement suggestions to drive continual improvement.
• Providing ad-hoc support to other operational teams.
• Maintaining a professional attitude at all times.
• Following company procedures and delivering high level customer service to achieve maximum customer satisfaction.
• 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 within the telecoms sector, or in a customer complaint resolution role is essential.
• Some understanding of IP Data and Voice products is desired.
• Excellent verbal and written communication skills.
• Desire to examine and understand complex issues.
• Ability to think creatively and problem solve.
• Ability to prioritise workload and work autonomously.
• Proficient in the use of Word, Excel and Outlook with the ability to learn how to utilise other computer-based systems and software.

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