A Senior Escalation Manager is required to handle serious customer issues/cases, be comfortable with communicating and negotiating with customers' at the most senior level. As the successful Senior Escalation Manager you will assess the demands of customers and also the commercial impact on the business, aiming to deliver a solution that meets both needs and ideally moves the customer from a complainant to an advocate. This role will require you to gain a high level understanding of the software solutions in order for you to engage with customers and internal staff in a meaningful way. This role can either be based in Loughborough or Colchester.
Respond to complaints from customers and escalations from within the business
Triage cases in order to identify those that can be dealt with elsewhere in the business
Engage with customers to understand and document their issues
Plan and agree the resolution of issues and co-ordinate resources across the business.
Meet with senior managers or directors at customers to understand their issues, discuss and negotiate resolution plans and recover business goodwill
Liaise with lawyers, insurers and Directors within the business to agree strategy and approach to cases
Negotiate and agree settlement or contractual exit terms where appropriate
Have an understand of business software, the ability to learn and understand business processes and relate them to the implemented solutions
Ideally you would also have knowledge of contractual terms and litigation or legal disputes
Although the Senior Escalation Managers role is primarily office-based, there will be a requirement to travel to other offices and to customer sites. There will be occasions where an overnight stay is required.
Please note, if your application is suitable, one of our consultants will call you within 5 working days. If you have not heard from us within this time, your application has unfortunately been unsuccessful, however we will keep your CV on file to consider you for future opportunities.
ASC Connections is a leading recruitment business specialising within areas of Engineering & Manufacturing, IT and Supply Chain & Procurement. We also recruit for Business Support roles & Executive level positions. We operate as an Employment Business or an Employment Agency for all temporary and permanent roles respectively.