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- Tasks: Manage client escalations and ensure timely resolutions with clear communication.
- Company: Join a dynamic team focused on client satisfaction and continuous improvement.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real difference by enhancing client experiences and driving improvements.
- Qualifications: Experience in client-facing roles and strong problem-solving skills required.
- Other info: Opportunity to grow in a fast-paced environment with a focus on teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Client Escalations Champion Role Overview We are looking for a dedicated and solutions-focused Client Escalations Champion to join our CRT team. This critical role is responsible for managing all client escalations from initial receipt through to resolution, ensuring timely updates and clear communication throughout the process. The ideal candidate will have a proactive mindset, a strong customer focus, and a passion for continuous improvement. What you will be responsible for: Escalation Management: Own and manage all client escalations received via phone, email, or internal systems. Take full accountability for seeing each escalation through to resolution. Liaise with internal teams, subcontractors, and suppliers to coordinate effective and timely responses. Maintain clear, professional, and consistent communication with clients throughout the lifecycle of each escalation. Provide regular updates and ensure clients are informed of progress, actions taken, and final outcomes. Root Cause Analysis; Investigate and identify the reasons behind recurring or high-impact escalations. Analyse data and trends to highlight systemic issues or process failures. Develop and recommend practical solutions to prevent recurrence. Continuous Improvement; Take a proactive approach to service delivery by identifying areas for improvement across helpdesk operations. Collaborate with internal teams to implement changes that enhance client experience and reduce escalation volume. Reporting & Data Analysis; Produce detailed escalation reports, including metrics, trends, and performance insights. Present findings and recommendations to senior management to support data-driven decision-making. Key Skills & Experience: Experience in a client-facing, service-focused role (preferably within a facilities management or engineering environment). Strong problem-solving and analytical skills with a keen eye for detail. Confident communicator with excellent verbal and written communication skills. Ability to remain calm under pressure and handle challenging situations professionally. Strong organisational and time management skills, with the ability to prioritise multiple tasks. Proficient in using CAFM systems and reporting tools. Desirable Qualifications: Experience in service delivery, customer service management, or complaints resolution. Familiarity with root cause analysis methodologies
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Client Escalations Specialist employer: Linaker Limited
Contact Detail:
Linaker Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Escalations Specialist
✨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 Client Escalations Specialist role. 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 those interviews by practising common questions related to escalation management and customer service. We recommend role-playing with a friend or using online resources to get comfortable with articulating your problem-solving skills and experience.
✨Tip Number 3
Showcase your analytical skills! When discussing your past experiences, highlight specific examples where you identified root causes of issues and implemented solutions. This will demonstrate your proactive mindset and ability to improve processes.
✨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 genuinely interested in joining our team and making a difference in client escalations.
We think you need these skills to ace Client Escalations Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Escalations Specialist role. Highlight your experience in client-facing roles and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills: In your application, don’t shy away from sharing examples of how you've tackled challenges in previous roles. We love a proactive mindset, so let us know how you’ve turned tricky situations into success stories!
Communicate Clearly: Since this role involves a lot of communication, make sure your written application is clear and professional. Use concise language and structure your thoughts well. Remember, we’re looking for someone who can keep clients informed and engaged!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at Linaker Limited
✨Know Your Escalation Processes
Before the interview, make sure you understand the escalation processes relevant to the role. Familiarise yourself with common scenarios and how you would handle them. This will show your proactive mindset and readiness to take accountability.
✨Showcase Your Communication Skills
As a Client Escalations Champion, clear communication is key. Prepare examples of how you've effectively communicated with clients in the past, especially during challenging situations. Practising your responses can help you convey your thoughts clearly and confidently.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified root causes of issues and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and attention to detail.
✨Emphasise Continuous Improvement
Think about ways you've contributed to improving processes in previous roles. Be prepared to share ideas on how you could enhance service delivery and reduce escalation volume at the company. This shows your commitment to ongoing improvement and client satisfaction.
