Customer Operations

About The Role

Working alongside our Service Delivery Teams, our Escalation Managers act as an escalation point for Customers, Partners and internal teams, for all Service Delivery related issues affecting customer satisfaction and providing more help when its needed.

The Service Delivery Escalation Manager will be a key support for the Service Delivery Management team by managing customer escalations across all business units.

They will act as the key support point for customers throughout a service delivery escalation, managing the escalation process end to end on existing platforms and taking direct ownership of all customer communications where appropriate. 
Our Escalation Managers are driven individuals who take ownership of issues and through to resolution. 
Their tenacity and enthusiasm, effective use of our tools, systems and processes make them a trusted advisor.
They will be the energetic force behind all service delivery customer escalations, driving teams in the business and 3rd party suppliers to ensure all escalations are resolved effectively. 

The role involves significant liaison with other departments to manage escalations and priorities critical and urgent deliveries Building strong working relationships with the Subject Matter Experts within these teams they work collaboratively to produce the best outcome for our customer and partners. 

Ensuring that our support lives up to customer expectations, our Escalation Managers have an active involvement with our customers by managing issues and maintaining SLAs, overcoming issues quickly and effectively building strong customer relationships. 

Qualifying and prioritising our workload, we help to protect against breaches of SLA and ensure escalations get to the right people first time for fast resolution.  

Eager to solve problems, the Escalation Manager will be required to complete root cause analysis on resolved service delivery escalations suggesting preventative actions into the business to mitigate risks to further customer deliveries and provide feedback to the business on issues effecting customer satisfaction and process improvement.

The escalation managers are our customer champions, and are collectively responsible for reporting on, providing analysis and feeding back on all aspects of net promoter, driving supply chain improvements, service management support and industry liaison.

• To take ownership of and manage escalations raised into the team in a timely manner. 
• To work with Subject Matter Experts and management across the business to drive resolution to issues. 
• To ensure the timely delivery, and quality of Claranet products and services are provided to meet customer requirements and expectation.   
• You assist the customer in line with business objectives and contractual obligations. 
• You identify & contribute to required service improvement ideas to improve processes by collaborating with other teams.
• You make use of available feedback routes to improve processes and make us easier to do business with.
Service Delivery Escalation Manager Duties 
Complete daily critical review of escalations engaging with relevant departments across the company and relevant 3rd Party Suppliers.
Drive issues to resolution with a high sense of urgency.
Take the lead in developing action plans, internal status updates and customer communication during escalations.
Create a passion for "Customer Success" in challenging cross-functional situations.
You are able to communicate and influence to the highest levels, possessing leadership qualities and the ability to galvanise other internal teams to help improve the customer experience and customer satisfaction. 
You are can-do and non-defensive; results driven you are able to work with confidence in challenging situations.
Report to Management on escalation progress.
Drive timely resolution of escalations working with Suppliers, team members and department heads to identify and manage any key issues or risks. 
Manage weekly key supplier escalation calls.
Attend regular supplier service reviews where appropriate in conjunction with Supplier Manager.
Complete root cause analysis on resolved escalations working closely with the supplier manager and other department managers. 
Feedback suggested areas for improvement into relevant business areas to prevent further escalations. 
While no direct people management responsibilities are required of this role, you are able to manage well without authority and galvanise virtual teams to produce results.  
Able to self-manage and function within your own team and virtual teams,develop positive working relationships, Open, honest and trustworthy. 
You work collaboratively and as one team. You take ownership and are reliable. 

About You

You will need to demonstrate the following:

Outstanding passion for customer service and Project Management knowledge 
Substantial experience of providing high level project administrative support or administrative support in a IT or Telecom services environment
Proven written and oral communication skills including excellent telephone skills;
Excellent interpersonal skills in communicating with staff at all levels of seniority both internally and customer facing, with the ability to form strong working relationships;
The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload;
Ability to work as part of a team, with a flexible approach to work and willingness to learn;
Confident, proactive, hardworking and flexible
Exceptional customer facing skills
Experience of using MS Office applications
Experience of Salesforce and ServiceNow or similar CRM’s

Demonstrable team leadership training/experience
Prince2 Foundation
ICS qualifications

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers’ ambitions. Through a vibrant customer-centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning hybrid cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £390 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  


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