At a Glance
- 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 30000 - 40000 £ 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.
About you:
Key Skills & Experience:
- 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.
Benefits:
- Private Healthcare
- Medical Cash Plan
- Life Assurance
Please click APPLY to submit your CV and Cover Letter for this role.
Support Ticket & Case Escalation Consultant in Farnborough employer: HR Inspire
At rpc UK, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our hybrid working model in Farnborough allows for flexibility while maintaining strong team dynamics, and we offer competitive benefits including private healthcare and life assurance. We are committed to employee growth, providing opportunities for professional development and the chance to make a meaningful impact within the automotive and retail sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Support Ticket & Case Escalation Consultant in Farnborough
✨Tip Number 1
Network like a pro! Reach out to current employees at rpc UK on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to support ticket management and case escalation. We recommend using the STAR method to structure your answers – it’ll help you showcase your experience effectively.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive improvements in past roles. Bring examples of trends you've identified and how they led to actionable changes.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. Plus, it shows you’re proactive – just what rpc UK is looking for!
We think you need these skills to ace Support Ticket & Case Escalation Consultant in Farnborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your experience in support operations and any consulting roles you've had, as this will show us you're a great fit for the Support Ticket & Case Escalation Consultant position.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Don’t forget to mention specific examples of how you've improved support processes or resolved issues in the past.
Showcase Your Analytical Skills:Since this role involves analysing support ticket data, make sure to include any relevant experience you have with data analysis. We want to see how you've turned insights into actionable recommendations in previous roles.
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’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at HR Inspire
✨Know Your Stuff
Make sure you understand the ins and outs of support ticket management and case escalation. Brush up on the key responsibilities mentioned in the job description, especially around optimising ticket pipelines and managing cross-functional dependencies.
✨Show Off Your Analytical Skills
Be ready to discuss how you've used data to identify trends or improve processes in previous roles. Prepare examples that highlight your analytical mindset and structured problem-solving approach, as these are crucial for the role.
✨Communicate Like a Pro
Since this role involves liaising with various stakeholders, practice your communication skills. Think about how you can clearly convey complex information and ensure alignment between different teams. Role-play scenarios where you might need to influence others.
✨Prepare Questions
Have a few insightful questions ready to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company culture aligns with your values, especially regarding collaboration and performance improvement initiatives.
