Location: London, UK / Hybrid

Main purpose of the Role:

• To enhance the overall delivery experience for our Partners by owning and managing high-level Service Delivery escalations, and building relationships with elite Partners in the process. To monitor escalation trends and close the loop on issues which lead to escalations by conducting root cause analysis.

Key Tasks and Accountabilities

Core Tasks

• Manage and coordinate the activity of a team of Escalation Specialists located in North Macedonia.

• Own and manage high-level Service Delivery escalations with the customer and supplier. Act as the escalation point through to resolution. Take full ownership of the escalation and, using strong problem-solving and analytical skills, carry out any investigation required using the appropriate systems available whilst communicating directly with the Partner and supplier to establish the correct course of action to resolve escalation.

• Drive continuous improvement through root cause analysis to reduce the number of escalations.

• Work with Provisioning Team Manager to accelerate delivery of an ongoing list of high-margin orders to assist with monthly financial targets

• Work with peers to improve delivery processes, deliver best practices and improve the NPS.

• Participate in service review meetings for both Partners and Suppliers where relevant.

• Support peers in Service Delivery (Provisioning Team Manager, PMO/Implementation Manager) to manage escalations and create bandwidth for usual delivery functions to continue unobstructed by escalation management.

• Provide dedicated SME support to elite Partners as needed and provide ongoing escalation support for their critical or reputationally sensitive orders. Requirements include ad-hoc or dedicated reporting and conference calls for Partners in addition to site visits as required.

• Support Provisioning team members with coaching in escalation principles.

• Support the development and rollout and testing of new products and/or systems as needed and provide SME support where needed. 

Performance Indicators

• Customer satisfaction and feedback

• Delivery of financial targets

• Efficiencies delivered through process changes/initiatives

• Output of escalation root cause analysis

Essential Criteria

• Strong background in telecommunications, ideally in an ISP environment

• Understanding of working processes of key suppliers such as Openreach, Virgin Media and alt nets

• Ability to influence progress with suppliers whilst maintaining strong working relationships

• Excellent organisational skills

• Proactive approach and ability to self-start

• Strong customer management skills, ideally in an escalation environment

• Ability to work in a fast-paced target-driven environment whilst prioritising a constantly evolving to-do list.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.