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- Tasks: Take ownership of complex customer escalations and ensure quick resolutions.
- Company: Join a positive organisation with a strong focus on customer satisfaction.
- Benefits: Up to £35k salary, performance bonuses, 22 days holiday, and free parking.
- Other info: Enjoy a vibrant company culture with social activities and career growth.
- Why this job: Make a real impact by resolving challenges and improving customer experiences.
- Qualifications: Experience in service delivery and handling complex escalations required.
The predicted salary is between 35000 - 35000 £ per year.
A great opportunity for a customer focused Senior Escalations Specialist to take ownership of complex escalations within an organisation with a positive working culture. This role sits as the final point of escalation, ensuring challenges are resolved quickly and professionally. You'll lead with a "find a way" mindset, protecting customer outcomes while balancing operational performance and cost.
Key responsibilities include:
- Owning end-to-end customer escalations and complex booking issues
- Resolving dropped jobs, diary challenges and utilisation issues
- Maintaining high levels of customer satisfaction and service delivery
- Identifying root causes of repeat escalations and driving improvements
- Working closely with Scheduling, Customer Services and Operations teams
What we're looking for:
- Experience in a service delivery or contact centre environment
- Strong background handling complex customer escalations
- Confident decision maker under pressure
- Excellent communication and organisational skills
What's on offer:
- Performance related bonus (up to 10%, paid quarterly)
- 22 days holiday + bank holidays
- Good company culture with social activities
- Free parking
This is an office based role which will likely require a vehicle to get to the office, however, there is free parking on-site.
Senior Escalations Specialist in Caerphilly employer: Experis IT
Contact Detail:
Experis IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Escalations Specialist in Caerphilly
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Escalations Specialist role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you would handle complex escalations and customer challenges. We recommend practising your responses with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved escalations in the past. Highlight your 'find a way' mindset and how it led to positive outcomes for customers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company culture.
We think you need these skills to ace Senior Escalations Specialist in Caerphilly
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Escalations Specialist. Highlight your experience in handling complex customer escalations and any relevant achievements that showcase your problem-solving skills.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've successfully resolved escalations in the past and how you embody a 'find a way' mindset.
Showcase Your Communication Skills: Since excellent communication is key for this position, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process.
How to prepare for a job interview at Experis IT
✨Know Your Escalation Strategies
Make sure you brush up on your escalation strategies before the interview. Be ready to discuss specific examples of how you've successfully resolved complex customer issues in the past. This will show that you have the experience and mindset needed for the role.
✨Demonstrate Your Decision-Making Skills
Prepare to showcase your decision-making abilities, especially under pressure. Think of scenarios where you had to make quick decisions that positively impacted customer satisfaction. This will highlight your capability to handle the demands of the Senior Escalations Specialist position.
✨Communicate Clearly and Confidently
Since excellent communication is key for this role, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you convey your points effectively and confidently.
✨Show Your Team Spirit
This role involves working closely with various teams, so be prepared to discuss how you collaborate with others. Share examples of how you've worked with different departments to resolve issues and improve processes, demonstrating your ability to foster a positive working culture.