At a Glance
- Tasks: Manage customer escalations and ensure timely resolutions while monitoring support ticket queues.
- Company: Response Informatics, a dynamic company focused on customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team with a focus on continuous improvement.
- Why this job: Be the hero in resolving customer issues and enhancing their experience.
- Qualifications: Experience in technical support and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
Job Description
Greetings from Response Informatics!!We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement. Role: Customer Escalation & SLA Manager
Location: Edinburgh, UK(Hybrid)Position: FTCDuration: 3 to 12 Months Languages : English with French, German, or Spanish. (Any 1 language in addition to English)Overview We are seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs).
This role is critical in maintaining high levels of customer satisfaction, driving timely resolution of issues, and continuously improving support processes.
Key Responsibilities Escalation Management Own and manage customer escalations end-to-end, ensuring timely resolution and effective communication.
Act as the primary point of contact for high-priority or sensitive customer issues.
Coordinate cross-functional teams (engineering, product, support) to drive resolution of escalated incidents.
Provide regular status updates to stakeholders and customers on escalated cases.
Identify root causes and implement preventative actions to reduce repeat escalations.
Ticket Queue Monitoring Monitor support ticket queues in real-time to ensure appropriate prioritisation and workload distribution.
Ensure tickets are triaged accurately based on severity, impact, and urgency.
Identify backlog risks and take action to balance workload across the team.
Ensure proper ticket hygiene, including accurate categorisation, documentation, and updates.
SLA & Performance Management Track and report on SLA compliance across all support queues.
Proactively identify SLA risks and intervene to prevent breaches.
Develop and maintain dashboards and reporting for SLA performance and trends.
Conduct regular reviews of SLA metrics and recommend improvements.
Process Improvement Analyse trends in escalations and support tickets to identify systemic issues.
Drive continuous improvement initiatives to enhance support efficiency and customer experience.
Collaborate with leadership to refine escalation procedures and SLA policies.
Document standard operating procedures (SOPs) and ensure adherence.
Stakeholder Communication Provide clear, concise updates to internal stakeholders, including senior leadership.
Build strong relationships with customer-facing teams to ensure alignment on escalations.
Participate in incident reviews and post-mortems.
Required Skills & Experience Proven experience in technical support, service operations, or escalation management .
Strong understanding of ticketing systems (e. g., Service Now, Zendesk, Jira, etc.).
Experience managing or tracking SLAs and KPIs .
Excellent problem-solving and analytical skills .
Strong communication and stakeholder management abilities.
Ability to work under pressure and manage multiple priorities effectively.
English with French, German or Spanish.
Preferred Qualifications Experience in a technical or Saa S environment .
Familiarity with ITIL principles or service management frameworks .
Experience creating reports and dashboards (e. g., Power BI, Tableau).
Background in incident management or operations.
Key Success Metrics SLA compliance rate Escalation resolution time Reduction in repeat escalations Ticket backlog and ageing Customer satisfaction (CSAT) scores TPBN1_UKTJ
Escalations Specialist in Bonnyrigg employer: Response Informatics
As a Field Service Engineer in Glasgow, you will join a dynamic team that values innovation and excellence in network installation and support. Our company fosters a collaborative work culture, offering extensive training and development opportunities to help you grow your skills in cutting-edge technologies. With a commitment to employee well-being and a supportive environment, we ensure that our engineers thrive both professionally and personally while working on exciting projects.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Specialist in Bonnyrigg
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Response Informatics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Response Informatics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Escalations Specialist in Bonnyrigg
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Response Informatics:Your cover letter is your chance to shine! Tell us why you want to work at Response Informatics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Response Informatics!
How to prepare for a job interview at Response Informatics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
