Job Description: We are looking for a seasoned Escalations Manager with expertise in handling and resolving client complaints and issues, particularly with clients based in the UK and USA. The ideal candidate will excel in de-escalating challenging situations while adhering to company policies. This role requires strong communication skills, the ability to provide constructive feedback to the team, and a proactive approach to preventing future complaints.
Key Responsibilities:
Manage and resolve escalated client complaints and issues, ensuring a high level of customer satisfaction.
Act as the primary point of contact for escalations from both UK and USA clients.
Utilize expert de-escalation techniques to handle challenging situations effectively and professionally.
Adhere strictly to company policies and guidelines while addressing client concerns.
Provide feedback, coaching, and advice to the wider team on best practices for complaint prevention and resolution.
Develop and implement strategies to reduce the frequency of escalations and enhance overall client experience.
Maintain accurate records of all escalations and resolutions, ensuring compliance with company standards.
Collaborate with other departments to identify root causes of complaints and work on continuous improvement initiatives.
Prepare and present regular reports on escalation trends and outcomes to senior management.
Qualifications:
Proven experience as an Escalations Manager or in a similar role, preferably dealing with both UK and USA clients.
Expertise in de-escalation techniques and conflict resolution.
Strong understanding of company policies and the ability to adhere to them strictly.
Excellent communication and interpersonal skills.
Ability to provide constructive feedback and coaching to team members.
Experience in online lead generation is a plus, but not essential.
Strong problem-solving skills and a proactive approach to preventing complaints.
Ability to work under pressure and handle multiple escalations simultaneously.
High level of integrity and professionalism.
Education and Experience:
Minimum of 5 years of experience in an escalations management role or similar.
Experience working in a fast-paced, client-focused environment.
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