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For Companies At a Glance
- Tasks: Resolve escalated customer complaints and support Tier 1 agents with coaching.
- Company: Join Daisy Group, the UK's top independent telecom provider keeping Britain connected.
- Benefits: Enjoy 25 days holiday, professional development, and discounts at over 1,200 retailers.
- Other info: Full-time role with a salary of £24,300 and opportunities for personal growth.
- Why this job: Be part of a top-rated company with a culture of continuous improvement and customer satisfaction.
- Qualifications: Experience in customer service and telecoms is preferred; strong communication skills are essential.
The predicted salary is between 19500 - 27300 £ per year.
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Join to apply for the Tier 2 Customer Service Executive role at Daisy Group
Company Description
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we keep Britain working.
Company Description
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we keep Britain working.
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.
Job Description
Title: Tier 2 Customer Service Executive
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 teams 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
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
Seniority level
-
Seniority level
Executive
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Telecommunications
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Tier 2 Customer Service Executive employer: Daisy Group
Contact Detail:
Daisy Group 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 telecommunications industry, especially focusing on voice and data products. Understanding these concepts will help you engage in meaningful conversations during interviews and demonstrate your knowledge of the field.
✨Tip Number 2
Brush up on your problem-solving skills. Since the role involves handling escalated customer complaints, being able to think creatively and provide effective solutions will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Daisy Group. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Prepare examples of how you've successfully managed customer complaints in the past. Being able to share specific instances where you've resolved issues will showcase your experience and ability to handle the responsibilities of the Tier 2 Customer Service Executive role.
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, particularly in handling complaints and working in telecoms. Use specific examples that demonstrate your problem-solving skills and ability to manage complex issues.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your previous experiences align with the responsibilities of the Tier 2 Customer Service Executive position, especially your coaching abilities and commitment to customer satisfaction.
Showcase Communication Skills: Since excellent verbal and written communication skills are essential for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated with customers or colleagues in the past.
Highlight Continuous Improvement: Daisy Group values a culture of continuous improvement. In your application, mention any initiatives you've taken in previous roles to enhance customer service processes or team performance, demonstrating your proactive approach to problem-solving.
How to prepare for a job interview at Daisy Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Tier 2 Customer Service Executive. Familiarise yourself with common customer complaints in the telecoms industry and think about how you would handle them.
✨Showcase Your Communication Skills
Since excellent verbal and written communication skills are essential for this role, practice articulating your thoughts clearly. Be prepared to demonstrate how you can effectively communicate complex information to customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experience where you successfully resolved customer issues or improved processes.
✨Highlight Your Coaching Experience
As the role involves coaching Tier 1 agents, be ready to discuss any previous experience you have in mentoring or training others. Share specific examples of how you helped others improve their performance.