Escalation Manager - Remote Working Due to Covid - 6 months Rolling

Job type:
on-site
Start date:
n.a
Duration:
6-12 months Rolling Contract
From:
iBSC
Location:
GB
Published at:
01/18/2021
Country:
flag_no United Kingdom
Project ID:
2031522

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escalation - escalation lead - escalation manager - incident - problem - incident management - problem management - telco - telcoms - ISP - business to business - B2B - escalation - escalation - escalated - escalation manager

  • Title: Escalation Manager
  • Duration: 6 - 12 Months Rolling Contract
  • Location: See below (due to covid, this work is now 100% REMOTE WORK)

The ideal candidate will have experience in the Telco, ISP or Service Provider world and be used to working in a B2B environment. Will be an excellent communicator and resolution focused.

Location: Manchester Or Leeds, Birmingham, MK or London (ideally the North) but not a big deal as there are key locations in these areas.

  • DUE TO COVID-19 THIS PROJECT WILL BE 100% REMOTE WORK UNTIL FURTHER NOTICE
  • This project is INSIDE IR35

Escalations Manager - please find brief below:

Seniority: Junior/Mid-Level 3 - 10 years' experience in managing customer escalations.

The individual will need to be able to engage across multiple levels across both internally and externally, with the aim of managing escalations from Cradle to grave.

Escalation Manager:

1) Engage with customers to understand any issues and escalate through the business with the relevant stakeholders

2) Manage end to end process of any escalation and provide continuous engagement with the end customer

3) Understand results from CSAT surveys, highlight areas of improvement to relevant stakeholders.

The ideal candidate will have experience in the Telco, ISP or Service Provider world and be used to working in a B2B environment. Will be an excellent communicator and resolution focused.

escalation - escalation lead - escalation manager - incident - problem - incident management - problem management - telco - telcoms - ISP - business to business - B2B - escalation - escalation - escalated - escalation manager