The Executive Resolutions team is responsible for building and maintaining highly effective channels of communication to address customer dissatisfaction with the critical objective of overcoming complaints and driving an experience that improves the customers confidence and relationship with Daisy Corporate Services. The team owns the DCS complaints function which includes Director/CEO/Chairman level complaints.

Job Title: Executive Resolutions Manager
Location: Nelson
Salary: Up to £21,000 DOE

Responsibilities

• To log and resolve all incoming complaints, both verbal and written.
• Carry out complex investigative review across multiple departments and team in order to understand matters fully.
• Create and deliver high quality reporting and analysis of complaints.
• Restore customer confidence in DCS through effective communication, skilled negotiation and delivering against set expectations.
• Build strong working relationships internally and with third-parties in order to discover root causes of complaints and achieve satisfactory dispute resolutions.
• Focus om continuous improvement across the department and the Company by reviewing and recommending improvements on all Customer Service and Operational processes
• Monitor, respond and provide advice to customers who have been impacted by fraud
• Ensure all systems are kept fully updated
• Deliver a high level of customer service to achieve maximum customer satisfaction

• Previous experience in a telecommunications complaints role is desirable
• Customer Service experience essential
• Excellent verbal and written communication skills
• Desire to examine and understand situations
• Ability to think creatively and problem solve around complex issues
• Demonstrable understanding of and ability to work with emerging technologies
• Technical Understanding of IP Data and Voice products
• Able to prioritise workload and work autonomously
• Able to work under pressure
• Tenacious
• Strong attention to detail
• Ability to drive improvements to resolution and identify ownership of issues
• Computer literate in Word, Excel and Outlook

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.

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