Company Description Since being founded in 2001, Daisy delivers IT solutions and services to more than 2,000 UK businesses across all sectors - with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience.
Job Description:
Maternity Cover - 12 months
Salary: Up to £22k DOE
Working Style: Hybrid, 2 days from home, 3 days in office
Location: Nelson (3 days in office per week)
Join one of the largest providers of communications and IT solutions across the UK as a Quality Assurance Executive on a hybrid basis! You will be working as part of the QA and Service Improvement department to help and support our Service Desks to consistently deliver effective Customer Satisfaction and Quality Service.
Some of the key responsibilities include:
- Consistently driving improved customer experience through effective Quality Management
- Supporting and coaching Service Desk Teams to improve overall performance and culture
- Working closely with the management team to review and recommend improvements on all Customer Service processes and documents in line with agreed quality procedures
- Contributing to the development of QA monitoring and reporting models through regular reviews
- Regularly participating in peer reviews of colleagues to ensure consistency of QA and identifying any anomalies
- Engaging in accurate and timely QA monitoring and reporting
- Conducting call monitoring, process and case reviews for the internal teams as required
- Providing support of resolution of non-conformances and breaches within the teams by reporting and feeding back to team leaders
- Managing analysis of data to identify improvements and add to personal development plans
- Working with Customer experience teams and proactively taking feedback on improvements and areas for concern
Qualifications:
Preferred Experience
- Customer Service Centre experience essential
- Experience of working to, and consistently meeting, Service Level Agreements and targets
- Knowledge and experience working with ITSM tools such as Service Now
Key Competencies
- Solid analytical skills
- Excellent presentation skills, both written and verbal
- Good coaching and development skills
- Strong analytical/problem solving abilities, especially in relation to continual service improvement
Desired Qualifications
- ITIL Foundation certification
- Knowledge of the Telecommunications industry
Additional Information
Did we mention the perks? We show our appreciation by providing various benefits and rewards to our employees that help make Daisy a great place to work and provide a great work life balance. These include but are not limited to:
- Holiday - Starting at 25 (increasing to up to 30 days for each year you stay with us) + holiday purchase scheme!
- Daisy University and Apprenticeship - Giving you the opportunity to expand your skills and knowledge whilst you work for us
- Discounted membership for health plans + Eye Care Scheme
- The Exchange - Online discount platform for more than 1,200 retailers.