Customer Escalations Lead

Role Purpose

As a customer esclations lead you will handle calls and emails which require specialised knowledge and training in order to respond. These contacts will include serious complaints, contacts with high risk resolutions or engaging hard to reach young people.

Essence of Role – Key Responsibilities

  • Supporting with eligibility and accessibility escalations

  • Point of contact for questions during lifecycle of the programme

  • Follow up negative sentiment expressed through Rant and Rave surveys

  • Escalations of complaints and complaints that could have financial/reputation risk

  • Gather immediate insight to generate feedback to ensure in season programme improvements

  • Prospecting new business partnerships to secure support with delivery (ie programme products)

  • Ongoing relationship management with business partners

  • Point of contact to discuss opportunities for grads

  • Graduate engagement to discuss career guidance/skills/job application support


Key skills needed

  • Excellent verbal skills. Professional, articulate, engaging phone manner

  • Excellent written skills, email, letters and case note management

  • Resilience and a ‘can do’ attitude to deal with a large volume of escalated complaints in a measured and mannered way to deliver a good user experience to customers

This is a full-time permanent opportunity with the following shift pattern

8am – 4pm / 11am – 7pm / 1pm – 9pm (every other week). The centre is open 7 days a week.

Additional benefits are a 5% non-contributory pension and a discretionary 10% performance-related bonus.