Configuration Manager working with data management for aerospace projects. Ensuring compliance and data integrity while facilitating understanding of Configuration Management guidelines.
About the role
- Escalation Manager at Multiple overseeing complex customer issue resolution and enhancing B2B client relations. Requires strong communication and analytical skills in a fast-paced environment.
Responsibilities
- Define and implement escalation rules and procedures for customer issues requiring higher-level intervention.
- Monitor and track escalated cases to ensure resolution within agreed SLAs.
- Act as the primary contact for B2B clients during escalations, ensuring consistent, professional communication and swift resolution.
- Coordinate with internal teams (technical support, legal, product development, finance, etc.) to deliver efficient cross-functional solutions.
- Conduct root cause analysis and document incidents to identify trends and inform service improvements.
- Develop and implement preventative strategies to reduce future escalation rates.
- Train, mentor, and provide feedback to support staff on escalation handling, communication, and customer satisfaction practices.
- Provide operational leadership during evenings or times when senior management is unavailable.
- Handle real-time resource allocation across brands and channels, ensuring appropriate coverage and SLA adherence.
- Support onboarding and ongoing training initiatives, particularly around handling complex B2B issues.
- Continue involvement in standard CS tasks including chats, emails, and shifts alongside the CS team.
Requirements
- Proven experience in escalation management, senior customer support, or client success roles.
- Demonstrated B2B client interaction experience, ideally within a high touch service environment.
- Strong understanding of SLA adherence, client satisfaction metrics, and operational excellence.
- Excellent communication and relationship building skills for both internal stakeholders and external business clients.
- Data-driven and analytical, with the ability to interpret service trends and recommend improvements.
- Familiarity with CRM and support platforms (e.g., Zendesk); knowledge of iGaming platforms is a plus.
- Capable of working independently during off-hours and managing high-pressure situations.
- Strong organizational and problem-solving abilities.
Benefits
- Attractive remuneration package
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Dog friendly workplace
- Exciting Company Events
- Beer Fridays
- Refer a friend bonus
- Relocation package (if required)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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