Escalation and Jeopardy Lead

3 weeks ago

United Kingdom Gamma Full time

A Bit About Us

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

About the Role:

You will be the interface between our suppliers, channel partners and internal stakeholders, by managing communications and arranging appropriate activities. Taking full ownership of end-to-end escalations for orders and faults.

You will work closely with technical leads and relevant departments to provide a service of excellent quality with timely updates through the escalation process to customers. You will be a skilled communicator and able to adapt your style to meet the needs of the situation, driving progress or dispersing tension as required.

The role will work to reduce the propensity of escalations by focusing on risk areas, such as customer delays, supplier performance, longevity orders & faults. Along with conducting root cause analysis on escalations and proactive reporting.

You will be empowered to challenge decisions, work collaboratively with our suppliers and partners and be encouraged to continually provide feedback and suggestions for service improvement, if you feel there is an opportunity to be taken.

What will you be doing day-to-day?

  • You will manage orders/faults through the lifecycle of the escalation.
  • Be a single point of contact for customer queries during the lifecycle of the escalation.
  • You will assist the business by proactively managing focus areas in line with the jeopardy function (such as pro-active reports and customer delays).
  • You will review and analyse tickets that have been escalated with a view to escalate higher to provide a prompt resolution.
  • You will engage with our suppliers to manage the lifecycle of escalations, by ensuring meaningful updates are issued.
  • You will attend customer calls/meetings as a when required, including supplier meetings.
  • You will provide support/advice to teams across the operation regarding escalations and complex matters.
  • You will produce root cause analysis of escalations upon request, including putting forward suggestions for future prevention.

What you’ll need

  • You’ll have experience of managing escalations to an exceptional standard.
  • Ideally, you’ll have experience of providing technical customer support for Voice technologies.
  • You will be an effective communicator who can adapt your language or style to suit the audience you are addressing.
  • You will be enthusiastic about customer service, and confident in the delivery of key messages.
  • Able to manage the demands of numerous tasks concurrently
  • Able to manage your time and work under pressure to tight deadlines
  • You’ll be a keen problem solver with a ‘can-do’ attitude.
  • You’ll have a passion for delivering excellent customer service that exceeds expectations.
  • You will be a team player with a proactive mindset, passionate about achieving individual and shared goals.
  • You will be able to analyse, identify and mitigate against risk across the operations/services you are responsible for delivering

Special Requirements:

The role may include occasional travel to another office dependent upon business requirement.

The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade.

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