**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.