Customer Service - Escalations Specialist

Marc Daniels; Bracknell; Hybride; GBP 25 000 - 35 000; Plein temps

Résumé du poste

Marc Daniels in Bracknell is seeking an Escalations Specialist to join a small team within Customer Service. The role focuses on resolving complex customer escalation cases, including involvement with legal, investigations and occasional site visits.

This is a hybrid role with emphasis on empathy, case resolution within SLAs, and staying compliant with FCA and Consumer Duty regulations.

Qualifications

• Experience resolving escalations across multiple departments.
• Familiarity with FCA regulations and Consumer Duty.
• Ability to diagnose issues across product offerings.

Responsabilités

• Resolve complex escalation cases with adherence to SLAs.
• Coordinate with legal and internal investigations.
• Occasional site visits to local sites for issue resolution.
• Support customer retention and loyalty through effective resolutions.

Connaissances

Empathy

Escalation management

Regulatory awareness

Stakeholder coordination

Description du poste

The role of Escalations Specialist sits within a dedicated team of 3 and forms part of the wider Customer Service team based in Bracknell. This role is integral in supporting a market leader and household name in maximising customer retention and loyalty.

The Escalations Specialist will be responsible for resolving complex customer escalation cases which could involve the legal department, internal investigations, complex technical diagnosis and occasional visits to local sites.

The role is responsible for managing and resolving difficult customer situations in line with The Financial Conduct Authority and Consumer Duty regulations. Key skills are showing empathy and understanding of the customer situation, identifying solutions that across a variety of product offerings. This is a non-inbound role giving you appropriate time to focus on resolving each case in the best way within agreed SLAs.

Suitable applicants will not only have worked within a customer service department before, but will be able to demonstrate confidence in handling escalations through to completion with a results orientated outcome. This role is offered on a hybrid basis and