Escalations Coordinator Job

Apply for this permanent role in Peterborough today

GTS has a new role for an Escalations Coordinator Service Desk within the IT Service Improvement team.
Permanent – up to £28,000
Hybrid – Home-based and onsite in Hampton, Peterborough. 2 days in the office per week. Potential remote options are available!
Working hours – Mon to Fri 11:45 – 20:15
The ideal candidate will have experience handling complaints in a B2B or B2C environment.

KEY DUTIES
• Coordination of the end to end lifecycle of escalated incidents
• Maintenance of a central database of escalation records ensuring each escalation is logged and that the progress of each escalation is updated throughout its lifecycle
• Liaise with internal resolver and third party resolver teams to ensure action is taken to progress escalations
• Act as the central point of communication for escalating customers and internal stakeholders, with frequent clear and concise communication on the current status of escalated incidents, and next steps being taken to resolve
• Contribute to escalation reports, providing input into incident timelines and root causes
• Provide insight to the Service Improvement team into the wider themes and trends that are causing escalations
• Support the compliance and ISO accreditation requirements for the Escalations process

Escalations Coordinator – KNOWLEDGE AND EXPERIENCE
• At least 1 year of experience in a customer-facing role with a strong grasp of what excellent customer service looks like
• Excellent communication skills
• Experience in an IT Service Desk environment either in an analyst or supervisory role would be preferable
• Experience in handling complaints or dealing with expressions of dissatisfaction
• An understanding of the principles of proactive incident management
• The ability to communicate clearly and concisely with stakeholders at all levels of the business
• Experience with MS office suite of products

Escalations Coordinator – PERSONAL ATTRIBUTES
• Passionate about delivering exceptional customer service
• A clear and concise communicator, able to quickly interpret and relay information
• Highly motivated self-starter with the ability to work with all levels of the business
• Exceptional problem-solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
• Demonstrates a positive, proactive and results-driven approach
• Tolerant and dependable under pressure. Able to work to deadlines
• Has a professional can-do attitude and approach

If you have the outlined skills and experience please apply now.

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