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
As a Resolutions Executive, you will play a key role in resolving director-level customer complaints swiftly and effectively across the Daisy Communications and XLN brands. You’ll act as a central point of contact for high-priority cases, ensuring legal compliance, customer satisfaction, and continuous service improvement.
Location: Nelson
Salary: £24,800 DOE
Working Hours: Full Time (37.5 Hours per week)
Key Responsibilities:
- Take full ownership of director-level customer complaints, both written and verbal, ensuring prompt responses and regular updates in accordance with the Customer Complaints Handling procedure.
- Manage formal customer Data Subject Access Requests (DSARs) and other GDPR-related enquiries, ensuring full compliance with legal and procedural standards.
- Investigate root causes of customer dissatisfaction and provide actionable feedback to internal teams to support continual improvement.
- Handle letters before action and complaints represented by solicitors, liaising with the legal department as required.
- Identify and report suspected fraudulent activity to the appropriate internal teams.
- Conduct thorough investigations and draft responses to complaints escalated to the Communications Ombudsman.
- Provide ad-hoc support to other operational teams as needed.
- Periodically review company security policies to ensure compliance with current legal, regulatory, and company requirements.
Qualifications
- Proven experience in the telecoms sector or a customer complaint resolution role.
- Excellent verbal and written communication skills.
- Strong analytical ability to understand and resolve complex issues.
- Creative and resourceful problem-solving skills.
- Ability to manage workload effectively and work independently.
- Proficient in Microsoft Word, Excel, and Outlook, with the ability to quickly adapt to new software systems.
- Exceptional attention to detail and thoroughness in investigations
- Demonstrated ability to rebuild customer confidence through clear and empathetic communication
- Strong organisational and prioritisation skills.
- Consistently professional attitude and approach.
Additional Information
What Are the Benefits of Working at Daisy?
Our ethos is simple: the more you put in, the more you get out.
Here’s what we offer:
25 days holiday + bank holidays, with an extra day for each year of service (up to 30 days!)
An extra day off on your birthday or if you're getting married
£500 referral bonus – bring great people, get rewarded!
Professional development – training and support to help you grow
Eye care vouchers and discounted Medicash membership for healthcare savings
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