Customer Escalations Specialist

18 hours ago

ChesterleStreet, United Kingdom Pacifica Full time

**Customer Escalations - Chester-le-Street | £25,935 | Full-Time, Permanent**

**Company**: Pacifica Appliance Services

**Location**: Chester-le-Street, UK

**Salary**: £25,935 per annum

**Contract**: Full-Time, Permanent

**Hours**: Monday-Friday, 9:00am - 5:00pm (37.5 hours/week)

**Why Join Us**

Take the lead in resolving escalated customer cases with one of the UK's largest and most trusted appliance repair companies. Support operational excellence, improve customer satisfaction, and develop your career with Pacifica Appliance Services.

**About Pacifica Appliance Services**

Pacifica Appliance Services is a leading appliance repair provider in the UK and across Europe. We deliver in-warranty and out-of-warranty repairs, spares warehousing, and product replacement services. Our team includes highly skilled engineers, customer service staff, and operational specialists committed to excellence and customer satisfaction.

**Role Overview**

**Key Responsibilities**

- Take ownership of escalated cases and resolve challenging complaints
- Manage two-visit failures and related customer issues
- Ensure all escalations comply with internal processes, policies, and SLAs
- Maintain accurate case notes and prepare reports on trends and outcomes
- Collaborate with Planning, Warranty, Clients, Legal, and other teams to resolve escalations
- Support the team during high-impact or critical incidents

**Required Skills & Experience**

- Excellent communication skills (both verbally and written) and interpersonal skills
- Experience in escalation management, complaints and customer service
- Customer-focused, empathetic, and solution-oriented
- Highly organised with strong time-management abilities
- Calm, professional, and resilient under pressure
- Knowledge of escalation protocols and customer service best practices
- Good understanding and a proficient user of Microsoft systems e.g Excel, Word etc

**Key Performance Indicators (KPIs)**

- Compliance with escalation procedures and documentation standards
- Effective management of escalation volume
- Resolution of cases within SLA
- 100% completion of complaint records and documentation
- Clear and consistent customer communication

**Consumer Duty Responsibilities**

- Communicate clearly and professionally with customers using plain language, both written and verbally
- Adapt approach for individual customer needs, including vulnerable customers
- Keep customers updated throughout the complaint process
- Escalate systemic risks, errors, or recurring issues
- Provide clear explanations of outcomes and next steps
- Maintain full and accurate case records for compliance

**Salary & Benefits**

- £25,935 per annum
- 30 days holiday (including bank holidays), increasing with length of service
- Company pension scheme and Death in Service benefit (3 x Salary)
- Employee retail discounts
- Monday-Friday, 9am-5pm working pattern
- Free Multi-Appliance Protection for your own home appliances and much more

**How to Apply

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