Escalation and Jeopardy Lead

We have a great role in our Customer Support team to work with our supplier, channel partners and internal stakeholders.

You'll be managing communications, taking full ownership of end-to-end escalations for orders and faults.

You will work closely with technical leads and relevant departments to provide a service of excellent quality with timely updates through the escalation process to customers.  We are looking for a skilled communicator and able to adapt your style to meet the needs of the situation, driving progress or dispersing tension as required. The role will work to reduce the propensity of escalations by focusing on risk areas, such as customer delays, supplier performance, longevity orders & faults. Along with conducting root cause analysis on escalations and proactive reporting.  You will be empowered to challenge decisions, work collaboratively with our suppliers and partners and be encouraged to continually provide feedback and suggestions for service improvement, if you feel there is an opportunity to be taken.

What will you be doing day-to-day?

• Managing orders/faults through the lifecycle of the escalation.
• Be a single point of contact for customer queries during the lifecycle of the escalation.
• Assist the business by proactively managing focus areas in line with the jeopardy function (such as pro-active reports and customer delays).
• Review and analyse tickets that have been escalated with a view to escalate higher to provide a prompt resolution.
• Engage with our suppliers to manage the lifecycle of escalations, by ensuring meaningful updates are issued. 
• Attend customer calls/meetings as a when required, including supplier meetings. 
• Provide support/advice to teams across the operation regarding escalations and complex matters.
• Produce root cause analysis of escalations upon request, including putting forward suggestions for future prevention.

 What you’ll need

•  You’ll have experience of managing escalations to an exceptional standard.

• Ideally, you’ll have experience of providing technical customer support for Voice technologies.
• Be an effective communicator who can adapt your language or style to suit the audience you are addressing.
• Be enthusiastic about customer service, and confident in the delivery of key messages.
• Able to manage the demands of numerous tasks concurrently
• Able to manage your time and work under pressure to tight deadlines
• A keen problem solver with a ‘can-do’ attitude.
• Have a passion for delivering excellent customer service that exceeds expectations.
• Ability to analyse, identify and mitigate against risk across the operations/services you are responsible for delivering

Special Requirements:

The role may include occasional travel to another office dependent upon business requirement.

What do we offer? 💰

• 25 days holiday + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave
• Share-save scheme