Salary: £22,308.00
Location: Nelson
Working Hours: 8:30/9:00-5:00/5:30 (37.5 hours)
- To provide a right first-time level of service ensuring the customer expectations are met.
- To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.
- Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
- Increase customer loyalty and reduce Churn working in synergy with other departments.
- To build and maintain good working relationships with both internal and external customers, establishing and building strong relationships with other departments.
- Establishing and building rapport with customers, providing accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.
- To deliver against the key business objectives, business service level agreements and individual key performance indicators.
- Ensure clear, concise and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.
- Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution.
- 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.
- Carry out any ‘ad hoc’ assignments as and when required.
- To be compliant with health and safety company policy and legislation.
- Be able to demonstrate an ability to work within a fast paced environment within the service industry.
- Competent with all Microsoft packages.
- Ability to understand, analyse and interpret data.
- Take ownership of issues and follow through to conclusion
- Sound questioning and listening skills, being able to pinpoint the exact issue in order to get a resolution.
- Can do attitude with a flexible approach to work
- To build and maintain good working relationships with both internal and external customers.
- Be able to demonstrate a logical thought process, meeting customer demands and expectations.
- Ability to work well as an individual and as part of a team.
- Possess excellent, assertive and controlled telephone manner.
- A high level of professionalism
- Excellent communication skills - both verbal and written
- Problem analysis/solving
- Attention to detail
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
