Complaints Officer, Daisy Corporate Services
Managed service provider
Open for applications
Managed service provider
201-500 employees
Open for applications
201-500 employees
Company mission
Daisy Corporate Services is on a mission to be the UK’s go-to Managed Service Provider.
Role
Who you are
- Previous experience in a Telecoms or complaints role is desired
- 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
- Strong attention to detail
- Ability to drive improvements to resolution and identify ownership of issues
- Computer literate in Word, Excel and Outlook
What the job involves
- You will be responsible for the effective resolution of the DCS complaints function including escalated and Director/CEO/Chairman level complaints
- Log all incoming complaints into Executive Resolutions, raised both verbal and written
- Take ownership and investigate all complaints fully
- Resolve all complaints within service level agreement, ensuring the customer is kept informed throughout
- Attention to detail capturing technical information and piecing together complex solutions to drive a resolution
- Re-build and restore customer confidence through effective communication, setting expectations and delivering
- Maintain good working interdepartmental relations in order to complete resolutions effectively
- Identify root cause of complaints and drive improvements
- Provide ad-hoc help and support to the Customer Service function
- Monitor, respond and provide advice to customers who have been impacted by fraud
- Support in driving a continuous improvement culture by reviewing and recommending improvements on all Customer Service and Operational processes
- Ensure all systems are kept fully updated
- Follow company procedures and deliver high level customer service to achieve maximum customer satisfaction
- Maintain a professional attitude at all times
- 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
- Reports to: Head of Customer Resolutions
- Hours of work: 9:00am-5:30pm
- Role Type: Permanent
Our take
Daisy Corporate Services, a part of Daisy Group, is a leading UK Managed Service Provider. Based in the Northwest, the company serves mid-sized to enterprise-scale businesses, where its counterpart Daisy Communications serves the SMB market.
The company has grown organically since its original launch in 2001, and now boasts an impressive client base across the UK. It provides cyber security, communication, and cloud-based services, with a particular focus on Microsoft products.
Interestingly, the revenue dominance of Apple over Microsoft has not perturbed Daisy, which has capitalised on UK businesses utilising the cloud for many of their operations. The Group collectively serves upwards of 2000 businesses, and has acquired North England tech companies Communication Better, ECSC and XLN to bolster its position and income.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Aug 2015
$48.9m
GROWTH EQUITY VC
Total funding: $48.9m
Company benefits
- Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
- Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us
- Hybrid, field and home based working - To ensure work WORKS for you
- Enhanced family friendly policies – We are here to look after you and your nearest and dearest
- Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team
Company HQ
Brierfield, UK
Articles
Leadership
Matthew Riley
(Chairman (Daisy Group))Currently Chairman at U-Explore Limited. Previously Executive Chairman at Damovo Europe.
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