Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Resolve escalated customer complaints and support Tier 1 agents with coaching.
- Company: Join the UK's leading independent telecom provider, keeping Britain connected.
- Benefits: Enjoy 25 days holiday, professional development, and discounts at over 1,200 retailers.
- Why this job: Be part of a top-rated company with a culture of continuous improvement and support.
- Qualifications: Customer service experience is essential; telecoms background preferred but not required.
- Other info: Work Monday to Friday, with opportunities for personal growth and a supportive team.
The predicted salary is between 24300 - 30420 £ per year.
Company Description
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services. 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.
Salary: £24,300 per annum
Location: Nelson
Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30 (37.5 hours)
You will be responsible for the effective resolution of escalated customer complaints, supporting the Tier 1 agents through call handling, coaching, and upskilling. Proactively managing workload to maximise the team's performance.
Responsibilities:
- Investigate and take full ownership of customer complaints and complex queries, both written and verbal, signposting to Ombudsman Services where required.
- Ensure complaints are resolved in a timely manner, ensuring the customer is kept informed throughout.
- Coaching to upskill and develop the Tier 1 team.
- Maintain good interdepartmental relations in order to complete resolutions effectively.
- Support in driving a continuous improvement culture by reviewing and recommending improvements on Customer Service and Operational processes.
- Follow company procedures and deliver high-level customer service to achieve maximum customer satisfaction.
- Maintain a professional attitude at all times.
Qualifications:
- Previous experience in a Telecoms or complaints role is desired.
- Some understanding of IP Data and Voice products.
- Customer Service experience essential.
- Excellent verbal and written communication skills.
- Desire to examine and understand complex issues.
- Ability to think creatively and problem-solve around complex issues.
- Able to prioritise workload and work autonomously.
- Able to work under pressure.
- Strong attention to detail.
- Ability to drive improvements to resolution and identify ownership of issues.
- Computer literate in Word, Excel and Outlook.
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 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.
Tier 2 Customer Service Executive employer: Daisy Communications
Contact Detail:
Daisy Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tier 2 Customer Service Executive
✨Tip Number 1
Familiarise yourself with the telecoms industry, especially IP Data and Voice products. Understanding these concepts will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your problem-solving skills by reviewing common customer complaints in the telecom sector. Being able to articulate how you would handle complex issues will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Prepare examples of how you've successfully coached or supported team members in previous roles. This will showcase your leadership skills and ability to enhance team performance, which is crucial for this position.
We think you need these skills to ace Tier 2 Customer Service Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any previous roles in telecoms or complaints handling. Use keywords from the job description to demonstrate your fit for the Tier 2 Customer Service Executive position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and ability to handle complex customer issues. Mention specific examples from your past experiences that align with the responsibilities outlined in the job description.
Highlight Communication Skills: Since excellent verbal and written communication skills are essential for this role, ensure you provide examples of how you've effectively communicated with customers in previous positions. This could include resolving complaints or coaching team members.
Showcase Continuous Improvement Mindset: Demonstrate your commitment to continuous improvement by mentioning any initiatives you've taken in past roles to enhance customer service processes. This aligns well with the company's focus on driving improvements in customer service.
How to prepare for a job interview at Daisy Communications
✨Understand the Company and Its Services
Before your interview, make sure to research the company thoroughly. Understand their products, services, and the role they play in the telecoms industry. This will help you answer questions confidently and show your genuine interest in the position.
✨Prepare for Customer Complaint Scenarios
As a Tier 2 Customer Service Executive, you'll be handling escalated complaints. Prepare for situational questions by thinking of examples from your past experience where you successfully resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Coaching Skills
Since part of your role involves coaching Tier 1 agents, be ready to discuss your approach to mentoring others. Think of specific instances where you've helped colleagues improve their skills or performance, and be prepared to share these examples during the interview.
✨Demonstrate Problem-Solving Abilities
The ability to think creatively and solve problems is crucial for this role. During the interview, highlight your analytical skills and provide examples of how you've tackled complex issues in the past. This will demonstrate your capability to handle the responsibilities of the position effectively.
