Support Ticket and Case Escalation Consultant

Job Title: Support Ticket and Case Escalation ConsultantLocation: Hybrid, Farnborough (3 days in office)Salary: CompetitiveJob type: Full time, PermanentWorking Hours: 40 hours per week, Monday-FridayApplication Deadline: 22nd May 2026At rpc UK, we partner with leading automotive and retail organisations to drive performance across their networks. We are looking for an insight-driven professional to support ticket management, escalation handling, and continuous improvement initiatives for our client operations.You will play a key role in enabling our clients to reduce support demand, resolve issues faster, and build more resilient support processes across their network.This role combines operational excellence with advisory capability leveraging data, retail insight, and stakeholder collaboration to enhance service performance, resolve systemic issues, and reduce support demand across the network.Key Responsibilities:Oversee and optimise the management of support tickets within UK local queues, with a focus on Business and Financial Services within a retail network.Ensure full visibility and ownership of ticket pipelines, including cross-functional dependencies, to drive timely and effective resolution.Apply a structured, performance-driven approach to prioritisation and workload management, aligned to client SLAs and business objectives.Own the end-to-end escalation process, ensuring high-priority issues impacting retailer performance are resolved swiftly and ..... full job details .....