CUSTOMER SERVICE ESCALATIONS HANDLER

This Customer Service Escalations Handler role is focused on supporting the Customer Service Manager in achieving KPIs such as response times, complaint resolution rates, and customer satisfaction targets. It would suit someone who can bring strong professional approach to the role.

Where the work sits

The Customer Service Escalations Handler will lead and support a team of Customer Service Advisors within a telecommunications business specialising in broadband installation and s. The Customer Service department is committed to delivering exceptional support to our customers by managing complaints and efficiently processing claims.

How the role works day to day

Supporting the Customer Service Manager in achieving KPIs such as response times, complaint resolution rates, and customer satisfaction targets. Liaise with field engineering teams to coordinate updates and progress on service issues. Take ownership of escalated cases, working closely with internal teams (engineering, planning, service delivery, HR, finance) to reach a satisfactory outcome.

What helps in this setting

Strong professional approach.

Practical details

• Between 8am – 8pm (37.5 hours per week with 1 hour lunch break).
• Currently Knowsley (Soon to be relocating to L24).
• Additional detail: Training or development support may be provided.

Job details

• Pay: £30,000
• Benefits mentioned: Holiday allowance, Training