Customer Escalations Coordinator

Job Ref No



up to £28k+ben

Start Date



Full Time



An exciting opportunity has arisen for a Customer  Escalations Coordinator to join well established blue chip organisation in Peterborough.

Hours of cover are 07.45-8.15pm 37.5 hours a week on a shift basis.

As a Customer  Escalations Coordinator you will:
• Be customer focused with ability to deliver exceptional and calm customer service
• Excellent verbal and written skills
• Complaints handling experience
• Preferably IT background but our client would also consider contact centre XP

As an Customer  Escalations Coordinator you will be responsible for:
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
• 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
• 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
• 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
• Exceptional problem-solving skills with an ability to multitask and manage multiple
work streams and problems simultaneously
• Demonstrates a positive, proactive, results-driven approach
• Tolerant and dependable under pressure. Able to work to deadlines.
• Has a professional ‘can do’ attitude and approach

So if you an Customer  Escalations Coordinator looking for your next exciting career move please apply now !

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