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.
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.
Job Description
Salary: £22,308 + commission
Location: Nelson
Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30
As a Customer Loyalty Advisor based within the Customer Loyalty Team, your role will involve taking full ownership for the end-to-end process of customer cancellations following requests Daisy may receive for the services customers have or for any customers that may express they wish to leave Daisy.
Key Responsibilities:
You will specialise in supporting the business partner role with the below key responsibilities:
* Proactively contact and manage the inactive business partner base seeking to maintain revenues and grow the customers product set
* Grow your knowledge of BP tariffs on mobile/ PL+/ DHV / Lines and Broadband etc as well as provide regular feedback to enhance the commercial picture
* Communicating with and updating BP and Business Development Managers on accounts will be essential to improve our ability to service and retain customers
* You will grow and enhance your network with BP’s, Partner Business CS agents & Business Development Managers
* Be responsible for managing active and non-active partner lists, feeding back to BP managers with observations
* Learn BP systems such as In Touch / Navigation
* Performing inbound and outbound call activity
* Establish a suitable resolution for both the customer and the business / Partner in a timely manner.
* Identify opportunities to maximise growth and revenue through cross selling opportunities, referring where appropriate, to specialist sales teams.
* Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
* Increase customer loyalty and reduce churn working in synergy with other departments.
* Strong communications skills – communicating in a clear and concise manner with detailed accuracy 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.
* Establishing and building rapport with customers, providing accurate and timely information to instil customer’s confidence in our ability to deliver an exceptional level of service.
* To deliver against the key business objectives, business service level agreements and individual key performance indicators.
* Ensure clear, concise, and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.
Qualifications
* Be able to demonstrate an ability to work within a fast-paced environment within the service industry
* Competent with all Microsoft packages
* Ability to understand, analyse and interpret data
* Take ownership of issues and follow through to conclusion
* Sound questioning and listening skills, being able to pinpoint the exact issue in order to gain resolution
* Can do attitude with a flexible approach to work
* To build and maintain good working relationships with both internal and external customers
* Be able to demonstrate a logical thought process, meeting customer demands and expectations
* Ability to work well as an individual and as part of a team.
* Possess excellent, assertive and controlled telephone manner
* A high level of professionalism
* Excellent communication skills - both verbal and written
* Problem analysis/solving
* Attention to detail
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 4th best Telecoms company and we are in the UK's top 75 Best Large Companies to work for in 2022.
Here are some of the benefits that we offer…
* 25 days holidays, plus bank holidays.
* 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