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 youll need:
* Youll have experience of managing escalations to an exceptional standard.
1. Ideally, youll have experience of providing technical customer support for Voi...