Senior Escalations Specialist

Senior Escalations Specialist Caerphilly Up to £35k + benefits A great opportunity for a customer focused Senior Escalations Specialist to take ownership of complex escalations within an organisation with a positive working culture. This role sits as the final point of escalation, ensuring challenges are resolved quickly and professionally. You'll lead with a "find a way" mindset, protecting customer outcomes while balancing operational performance and cost. Key responsibilities include: Owning end-to-end customer escalations and complex booking issues Resolving dropped jobs, diary challenges and utilisation issues Maintaining high levels of customer satisfaction and service delivery Identifying root causes of repeat escalations and driving improvements Working closely with Scheduling, Customer Services and Operations teams What we're looking for: Experience in a service delivery or contact centre environment Strong background handling complex customer escalations Confident decision maker under pressure Excellent communication and organisational skills What's on offer: Performance related bonus (up to 10%, paid quarterly) 22 days holiday + bank holidays Good company culture with social activities Free parking This is an office based role which will likely require a vehicle to get to the office, however, there is free parking on-site