Service Desk Executive

About the job

Company Description

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.  Equally we operate an Indirect channel where we engage with channel partners to deliver the range of Daisy products and services to UK SMB customers.

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 and partners.

Job Description

As a Service Desk Executive, your role will involve taking full ownership for customer queries, seeking out viable options for improvement of service and establishing suitable resolution for both the customer and the business. 

Location: Prudhoe or Nelson with Hybrid Working

Salary: Up to £23,000 DOE

Working Hours: Monday to Friday 8:30/9:00 – 17:00/17:30 (37.5 hours)

Key Responsibilities:

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 your customers, 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.

Demonstrate strong communications skills – communicating in a clear and concise manner with accuracy and spelling a priority. You must be able to present and discuss account information in a clear and precise manner on a verbal and written platform, meeting customer demands and expectations.

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.

Qualifications

• Exceptional Customer Service Skills.
• 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.
• 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.
• Competent with all Microsoft packages.
• Possess excellent, assertive and controlled telephone manner.

Additional Information

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.

We have been voted by Best Companies as the UK's 4th best Telecoms company and we are in the UK's top 75 Best Large Companies to work for in 2022.

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

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