2 Escalation Management Jobs in the Midlands

and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services. Key Responsibilities: Line Management: - Perform monthly 121s with each team member and manage day to day staff issues - Complete quality assessments of the Service Desk Analysts with both … the demands of the Service. Reporting: - You will ensure the creation and delivery of daily/weekly/monthly reports for the service. Service Management: - Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst … capacity is maintained at all times. Complaints Management: - Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process. Escalation Management: - You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and more »

actions, publish regular reports to business sector leads with KPI metrics and analysis. Maximise automation of systems to improve response times and resolution completion. Escalation Management: Manage and resolve escalated customer issues, ensuring timely and satisfactory resolutions in line with SLAs. Collaborate with other departments to address systemic … on the latest technologies. Ideal Candidate: Proven experience in a technical support role, with a focus on B2B customer support. Strong leadership and team management skills, with a track record of developing high-performing teams. Excellent problem-solving and decision-making abilities. Exceptional interpersonal and communication skills. Familiarity with more »