Escalation & Jeopardy Lead

Escalation & Jeopardy Lead

Salary - £26,000

Working from Home once trained (Office Trafford Park)

Hours - Monday - Friday

Main purpose of role:

You will be the interface between our suppliers, channel partners and internal stakeholders by, managing communications, and arranging appropriate build activities when needed. You will take full ownership of the end-to-end escalations, using a variety of communication methods, and managing orders/faults to fulfilment.

You will work closely with technical leads when appropriate and relevant departments to provide an excellent quality service by providing timely updates through the escalation process to customers.

You will be a skilled communicator and able to adapt your style to meet the need of the situation, driving progress or dispersing tension as required.

The role will work to reduce the propensity of escalations by focusing on risk areas, such as customer delays, supplier performance, longevity orders & faults. As well as conducting escalation root cause analysis and proactive reports.

You will be empowered to challenge decisions, work collaboratively with our suppliers, partners and be encouraged to continually provide feedback and suggestions for service improvement if you feel there is an opportunity to be taken.

Required Experience 

• The candidate must have worked in an escalation & jeopardy department or a similar role before
• Must have a minimum of 1 years of experience within escalation management or a similar role
• Must have telecom’s experience
• Must have product knowledge for - technical voice/faults or provisioning.