Escalations Manager

Job type:
on-site
Start date:
ASAP
Duration:
6 months +
From:
CACI Network Services
Location:
Lancashire
Published at:
02/23/2021
Country:
flag_no United Kingdom
Project ID:
2056078


Escalations Manager

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.

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.

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.