Customer Escalations Specialist

Pacifica; Chester-le-Street; On-site; GBP 26,000; Full time

Job summary

A leading appliance repair company in Chester-le-Street is seeking a Customer Escalations Supervisor. In this role, you will manage escalated customer cases, ensuring service excellence and compliance with internal policies. Ideal candidates will have experience in customer service and escalation management. The position offers a salary of £25,935 per annum as well as various benefits including 30 days holiday and employee discounts.

Benefits

30 days holiday including bank holidays

Company pension scheme

Employee retail discounts

Free Multi-Appliance Protection

Qualifications

• Excellent communication and interpersonal skills.
• Experience in escalation management and customer service.
• Ability to remain calm and professional under pressure.

Responsibilities

• Handle escalated customer cases efficiently and empathetically.
• Ensure compliance with internal processes and SLA targets.
• Collaborate with multiple teams to resolve escalations.

Skills

Excellent communication skills

Escalation management experience

Customer-focused

Strong time-management abilities

Experience under pressure

Knowledge of Microsoft systems

Tools

Microsoft Excel

Microsoft Word

Job description

Customer Escalations Supervisor – Chester‑le‑Street | £25,935 | Full‑Time, Permanent

Company: Pacifica Appliance Services

Location: Chester‑le‑Street, UK

Salary: £25,935 per annum

Contract: Full‑Time, Permanent

Hours: Monday‑Friday, 9:00am - 5:00pm (37.5 hours/week)

Why Join Us

Take the lead in resolving escalated customer cases with one of the UK's largest and most trusted appliance repair companies. Support operational excellence, improve customer satisfaction, and develop your career with Pacifica Appliance Services.

About Pacifica Appliance Services

Pacifica Appliance Services is a leading appliance repair provider in the UK and across Europe. We deliver in‑warranty and out‑of‑warranty repairs, spares warehousing, and product replacement services. Our team includes highly skilled engineers, customer service staff, and operational specialists committed to excellence and customer satisfaction.

Role Overview

As a Customer Escalations Supervisor, you will handle escalated customer cases efficiently, accurately, and empathetically. You will act as the first line of escalation within the escalations team, supporting the Team Leader to maintain service excellence and meet SLA targets. This is ideal for candidates with experience in customer service, complaint handling, or escalation management.

Key Responsibilities

• Take ownership of escalated cases and resolve challenging complaints
• Manage two‑visit failures and related customer issues
• Ensure all escalations comply with internal processes, policies, and SLAs
• Maintain accurate case notes and prepare reports on trends and outcomes
• Collaborate with Planning, Warranty, Clients, Legal, and other teams to resolve escalations
• Support the team during high‑impact or critical incidents

Required Skills & Experience

• Excellent communication skills (both verbally and written) and interpersonal skills
• Experience in escalation management, complaints and customer service
• Customer‑focused, empathetic, and solution‑oriented
• Highly organised with strong time‑management abilities
• Calm, professional, and resilient under pressure
• Knowledge of escalation protocols and customer service best practices
• Good understanding and a proficient user of Microsoft systems e.g. Excel, Word etc

Key Performance Indicators (KPIs)

• Compliance with escalation procedures and documentation standards
• Effective management of escalation volumeResolution of cases within SLA
• 100% completion of complaint records and documentation
• Clear and consistent customer communication

Consumer Duty Responsibilities

• Communicate clearly and professionally with customers using plain language, both written and verbally
• Adapt approach for individual customer needs, including vulnerable customers
• Keep customers updated throughout the complaint process
• Escalate systemic risks, errors, or recurring issues
• Provide clear explanations of outcomes and next steps
• Maintain full and accurate case records for compliance

Salary & Benefits

• £25,935 per annum
• 30 days holiday (including bank holidays), increasing with length of service
• Company pension scheme and Death in Service benefit (3 x Salary)
• Employee retail discounts
• Monday‑Friday, 9am‑5pm working pattern
• Free Multi‑Appliance Protection for your own home appliances and much more!

How to Apply

If you are proactive, organised, and customer‑focused, apply today to join one of the UK's most trusted appliance service providers. Take the next step in your career and make a real impact on customer satisfaction at Pacifica Appliance Services.