Escalations Specialist | Resolve Complex Cases (Hybrid)

Marc Daniels; Bracknell; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Empathy

Escalation management

Regulatory awareness

Stakeholder coordination

Job description

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.