SKILLS & EXPERIENCE

• Good understanding of commercial contracts and the support processes required to deliver effectively against those contracts.
• Awareness of all strategic clients and ensuring this knowledge is utilised during the prioritisation of escalated tickets.
• Understanding of the implementation and business readiness processes for our SaaS, BPaaS, HR Services, and Health & Safety customers.
• Understanding of organisation structure and the escalation processes within all UK, India and Ireland business units.
• Appreciation of the product suite.
• Appreciation of the underlying technologies and SaaS environments deployed.
• Dispute management and customer relationship management experience.
• Appreciation of the UK and Ireland legislative requirements and timelines.

Personal attributes / competencies:

• Problem solving through effective listening and reasoning.
• Tenacity / resilience when dealing with all aspects of escalation management.
• Relationship building - building effective working relationships with all service delivery teams and stakeholders, built on trust and common goals.
• Dispute management, being able to manage unhappy customers and to facilitate satisfactory resolution.
• Communication, adjusting your communication style to the audience, being clear, calm and credible, prepared to acknowledge / apologise but do not overstate.
• Negotiation and facilitation – build and maintain rapport with all service delivery touchpoints, understand others positions and work to find a mutually acceptable approach. Offer guidance on alternatives.
• Soft skills, including the ability to handle objections and make recommendations based on client needs.
• Excellent listening skills for effective communication with clients of varying technical abilities.
• Ability to work in a fast-paced environment is crucial.
• Adaptability to change is important.
• Responsibility for own product knowledge is expected.

ABOUT THE ROLE

The Customer Escalation Specialist is responsible for the day-to-day management of escalations received from internal and external customers, ensuring a quality customer experience during any pain-point situation. You’ll help us to provide an exceptional service to new and existing clients in a fast-paced, services organisation. The role sits across the organisation supporting all of the services we deliver, regardless of service delivery team allocation or location.
As a Customer Escalation Specialist, your primary responsibility will be providing critical care support to new and existing clients. You’ll take charge of escalated cases, digging deep to identify the root cause and offer suitable resolutions. Your role will involve recording accurate details of any service issues in Zendesk or the relevant CRM system.
Your proactive approach will be crucial in identifying ‘at risk’ clients and ensuring that our Customer Success team are engaged to work with those customers. You’ll be instrumental in identifying ‘at risk’ accounts, offering support, additional training, and resolving service issues. Furthermore, you’ll provide valuable feedback to sales and service teams to help improve efficiencies and promote best practice.

THIS IS A FULL TIME, PERMANENT ROLE WORKING 3 DAYS IN OUR SWINTON OFFICE.

Key responsibilities will include:

• Reviewing and taking ownership of requests for case escalations, providing timely responses detailing all actions taken to facilitate progress of the escalated issue ensuring correct process and procedure is followed.
• Ensuring customer focus throughout the escalation process, establishing and managing correct customer expectations through effective communication.
• Liaising with service delivery stakeholders with regards appropriate resource allocation and ensuring escalations are being actively handled in the right manner.
• Continuing to monitor all active escalations, facilitating continued visibility, progress and ultimately resolution.
• Providing feedback to service delivery stakeholders on quality of service, identifying areas for process / performance improvement and problem avoidance.
• Building effective and trusted relationships with all service delivery teams required for escalation management. Collaborating with escalation points within those teams.
• Collaborating with other customer facing teams, providing advice and guidance on all aspects of service delivery and client management.
• Assisting in Case Deflection activities utilising customer and case trend analysis.
• Assisting in the provision of escalation performance metrics.