Senior Escalations Specialist

Senior Escalations Specialist Caerphilly Up to 35k + benefitsA 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 issuesResolving dropped jobs, diary challenges and utilisation issuesMaintaining high levels of customer satisfaction and service deliveryIdentifying root causes of repeat escalations and driving improvementsWorking closely with Scheduling, Customer Services and Operations teams What we''re looking for:Experience in a service delivery or contact centre environmentStrong background handling complex customer escalationsConfident decision maker under pressureExcellent communication and organisational skills What''s on offer:Performance related bonus (up to 10%, paid quarterly)22 days holiday + bank holidaysGood company culture with social activitiesFree 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. ..... full job details .....