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- Tasks: Manage support tickets and escalate issues to enhance client operations.
- Company: Join rpc UK, a leader in automotive and retail performance.
- Benefits: Enjoy private healthcare, medical cash plan, and life assurance.
- Other info: Hybrid work model with opportunities for professional growth.
- Why this job: Make a real impact by optimising support processes and driving performance.
- Qualifications: Experience in consulting or performance improvement, with strong analytical skills.
The predicted salary is between 35000 - 45000 £ per year.
Location: Hybrid, Farnborough (3 days in office)
Salary: Competitive
Job type: Full time, Permanent
Working Hours: 40 hours per week, Monday-Friday
Application Deadline: 22nd May 2026
At rpc UK, we partner with leading automotive and retail organisations to drive performance across their networks. We are looking for an insight-driven professional to support ticket management, escalation handling, and continuous improvement initiatives for our client operations.
You will play a key role in enabling our clients to reduce support demand, resolve issues faster, and build more resilient support processes across their network. This role combines operational excellence with advisory capability leveraging data, retail insight, and stakeholder collaboration to enhance service performance, resolve systemic issues, and reduce support demand across the network.
Key Responsibilities:- Oversee and optimise the management of support tickets within UK local queues, with a focus on Business and Financial Services within a retail network.
- Ensure full visibility and ownership of ticket pipelines, including cross-functional dependencies, to drive timely and effective resolution.
- Apply a structured, performance-driven approach to prioritisation and workload management, aligned to client SLAs and business objectives.
- Own the end-to-end escalation process, ensuring high-priority issues impacting retailer performance are resolved swiftly and effectively.
- Act as a key interface between retailers, central support teams, and client stakeholders-facilitating clear communication and alignment.
- Proactively identify escalation patterns and advise on preventative measures to minimise future disruption.
- Strengthen collaboration across the support ecosystem to improve responsiveness and accountability.
- Analyse support ticket data to uncover trends, recurring issues, and performance gaps across the retail network.
- Translate insights into clear, actionable recommendations that support both operational and strategic decision-making.
- Contribute to the development of guidance, training materials, and process enhancements to improve retailer capability and reduce ticket volumes.
- Support wider performance initiatives aligning with European targets and driving measurable impact in the UK market.
- Experience in a consulting, advisory, or performance improvement role, ideally within automotive and customer support environments.
- Strong understanding of support operations and the challenges faced by frontline teams.
- Excellent stakeholder management skills, with the ability to influence both clients and internal teams.
- Analytical mindset with the ability to convert data into meaningful business insights.
- Structured problem-solving approach with a focus on delivering measurable outcomes.
- Strong communication and presentation skills, with a client-centric mindset.
- Private Healthcare
- Medical Cash Plan
- Life Assurance
Please click APPLY to submit your CV and Cover Letter for this role.
Locations
Support Ticket & Case Escalation Consultant in Farnborough, Hampshire employer: HR Inspire
Contact Detail:
HR Inspire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Ticket & Case Escalation Consultant in Farnborough, Hampshire
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their challenges and think about how your skills can help them improve their support processes. Show them you’re not just another candidate!
✨Tip Number 3
Practice your problem-solving skills! Since this role is all about optimising support ticket management, be ready to discuss how you would handle specific scenarios or challenges during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Support Ticket & Case Escalation Consultant in Farnborough, Hampshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Support Ticket & Case Escalation Consultant. Highlight your experience in support operations and any relevant consulting roles. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've tackled similar challenges in the past, and don’t forget to show your enthusiasm for joining our team at rpc UK.
Showcase Your Analytical Skills: Since this role involves analysing support ticket data, make sure to highlight your analytical mindset. Include any experiences where you've turned data into actionable insights, as this will really resonate with us and demonstrate your capability.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your CV and cover letter, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at HR Inspire
✨Know Your Stuff
Before the interview, dive deep into the role of a Support Ticket & Case Escalation Consultant. Familiarise yourself with ticket management processes and the challenges faced in customer support environments. This will help you speak confidently about how your experience aligns with the job.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive improvements in past roles. Think of specific examples where you've identified trends or issues and implemented solutions. This will demonstrate your analytical mindset and problem-solving abilities, which are crucial for this position.
✨Communicate Clearly
Since this role involves liaising between various stakeholders, practice articulating your thoughts clearly and concisely. Use examples from your past experiences to illustrate your communication skills and how you've successfully managed relationships with clients and teams.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the current challenges the team faces or how they measure success in this role. This shows your genuine interest in the position and helps you understand if it's the right fit for you.