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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, life assurance, and a competitive salary.
- Other info: Hybrid work model with opportunities for career growth.
- Why this job: Make a real impact by improving support processes and client satisfaction.
- 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. Candidates with the experience or relevant job titles of; Case Escalation Specialist, Support Ticket Assistant may also be considered for this role.
Support Ticket & Case Escalation Consultant in Southampton 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 Southampton
✨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 communication skills! As a Support Ticket & Case Escalation Consultant, you'll need to convey complex ideas clearly. Role-play with a friend or use online resources to sharpen your presentation skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. 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 Southampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Ticket & Case Escalation Consultant role. Highlight relevant experience in consulting, advisory, or performance improvement, especially within automotive and customer support environments. 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. Mention specific examples of how you've tackled support operations challenges and improved processes in the past. We love seeing your personality come through!
Showcase Your Analytical Skills: Since this role involves analysing support ticket data, make sure to highlight your analytical mindset. Share examples of how you've turned data into actionable insights before. We’re keen on candidates who can demonstrate their ability to drive measurable outcomes!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for!
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, like optimising ticket pipelines and analysing support data. This will show that you're not just interested in the role but also knowledgeable about it.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data to drive performance improvements in past roles. Think of specific examples where your analytical mindset helped uncover trends or resolve issues. This will demonstrate your ability to translate insights into actionable recommendations, which is crucial for this position.
✨Communicate Clearly
Since this role involves a lot of stakeholder management, practice articulating your thoughts clearly and concisely. Be ready to explain complex ideas in simple terms, as you'll need to facilitate communication between retailers and support teams. Good communication can set you apart from other candidates.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This could be about the company's approach to continuous improvement initiatives or how they measure success in support operations. Asking insightful questions shows your genuine interest in the role and helps you assess if it's the right fit for you.