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