Job DescriptionThe Mobile Account Manager Senior Service Executive (MAM SSE) is an essential part of the branded mobile Small to Medium service team, dedicated to delivering exceptional support and service to our clients.
As a MAM SSE, you will be assigned to work alongside Mobile Account Managers to proactively oversee and manage customer service tickets, ensuring timely resolution in line with established SLAs.In this role, you will handle a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, demonstrating a strong commitment to customer satisfaction and operational efficiency.
You will coordinate with both internal teams and external partners to resolve issues effectively, ensuring a seamless and positive client experience.
By maintaining clear communication and a solution-focused approach, you will contribute to strengthening client relationships and enhancing overall service quality.Salary: Up to £25,000 per annum (DoE)Location: Birmingham Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30 (37.5hrs)ResponsibilitiesCollaborate with assigned Mobile Account Managers to oversee and resolve customer service tickets within established SLAs, ensuring timely and effective support.Manage a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, while maintaining a high standard of customer satisfaction.Proactively coordinate with internal teams and external partners to facilitate efficient resolution of service requests.Update and maintain the service ticket system, ensuring all tickets are accurately logged, tracked, and up to date for effective case management.Monitor open tickets to identify and escalate any potential delays or issues, proactively working to meet or exceed service quality expectations.Communicate clearly and professionally with clients and stakeholders, providing status updates and resolutions that reinforce positive client relationships.Contribute to continuous improvement initiatives by identifying common issues and suggesting process enhancements to streamline the serviceQualificationsCustomer Service Experience (1 years+)O2, Voda, EE networks Experience (Not Essential)Dealing with customers directly / indirectlyBilling queries experience (Not Essential)Excel / Word / PowerPointAccountable and drivenAdditional InformationWhat 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 goalsEye care vouchers available and discounted Medicash membershipAccess to discounts and savings at more than 1,200 retailersAn additional day off on your birthday or if you're getting marriedAuto enrolment following probation into a salary pension schemeAccess to exclusive offers on a range of Daisy products#LI-Onsite