At a Glance
- Tasks: Manage customer escalations and ensure timely resolution 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 - 42000 £ per year.
We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement.
Location: Edinburgh, UK (Hybrid)
Position: FTC
Duration: 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., ServiceNow, 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 SaaS 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
Escalations Specialist in Midlothian 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 Midlothian
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Response Informatics.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Response Informatics. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Escalations Specialist in Midlothian
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Response Informatics.
How to prepare for a job interview at Response Informatics
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Response Informatics's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Response Informatics offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
