Escalation Manager
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.
Benefits
-
My Wellbeing
We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.
-
My Products
We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).
-
My Flexibility
We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.
-
My Benefits
Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.