Senior Escalations Specialist

Senior Escalations Specialist
Caerphilly
Up to -35k + benefits

A great opportunity for a customer focused Senior Escalations Specialist to take ownership of complex escalations within an organisation with a positive working culture.

This role sits as the final point of escalation, ensuring challenges are resolved quickly and professionally. You''ll lead with a "find a way" mindset, protecting customer outcomes while balancing operational performance and cost.

Key responsibilities include:

• Owning end-to-end customer escalations and complex booking issues
• Resolving dropped jobs, diary challenges and utilisation issues
• Maintaining high levels of customer satisfaction and service delivery
• Identifying root causes of repeat escalations and driving improvements
• Working closely with Scheduling, Customer Services and Operations teams

What we''re looking for:

• Experience in a service delivery or contact centre environment
• Strong background handling complex customer escalations
• Confident decision maker under pressure
• Excellent communication and organisational skills

What''s on offer:

• Performance related bonus (up to 10%, paid quarterly)
• 22 days holiday + bank holidays
• Good company culture with social activities
• Free parking

This is an office based role which will likely require a vehicle to get to the office, however, there is free parking on-site.