11 of 11 Escalation Management Jobs in the North of England

ability to analyse complex technical information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. For the first three months , this role will be fully on-site in Manchester … will be responsible for: High-Quality Support : Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries. Ticketing System Management : Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets. Technical Troubleshooting : Leverage advanced IT knowledge, particularly with incident/ticketing systems … experience in Customer Service Advisor (Non-Voice/Digital), Technical Data Entry, Application Support Analyst (Entry-Level), Helpdesk Support (Email & Ticketing), or Technical Support Advisor (Metering & Billing). Data Management Proficiency: Strong expertise in handling and managing data communication systems with accuracy (Data Entry). Advanced IT Literacy: Solid understanding and hands-on experience with Microsoft systems (Windows OS More ❯

client is seeking an exceptional Customer Service Manager to lead their Technical Support Team with expertise and a personable approach. This role is perfect for someone with strong team management skills, a solid understanding of technical aspects, and a passion for delivering outstanding customer support. What You'll Be Doing: Leading the Team : Inspire, motivate, and develop the Technical … by the right advisor quickly and efficiently. Reporting : Provide monthly reports on ticket volume, SLA targets, and trends to the SLT. Being the Go-To Person : Act as the escalation point for all team members and manage advanced technical issues. Training and Development : Oversee the development and training of team members to ensure they have the skills and knowledge … with internal product and engineering teams to resolve technical issues and improve product offerings. Continuous Improvement : Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Escalation Management : Handle escalated customer issues and ensure timely resolution. What We're Looking For: Team Management Skills : Proven ability to lead and develop a team. Customer Service More ❯

Make history. BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the 'bank of banks' - 97% of the world's top banks work …/Outlook 2013/16/O365 Provide Smart Hands support assistance (where applicable) Remain current with support changes/updates and adherence to the Company Policies and Incident Management process Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues Possess knowledge about Virtual Desktops Infrastructure/Citrix environment Research solutions using available knowledge … action Log all inquiries and incidents as required Assign unresolved Incidents to appropriate support teams in a timely manner Ensure incidents requiring urgent attention are escalated via the identified escalation management procedure Qualifications Management Call Center support experience Associate's (or Bachelor's) degree in a related discipline or equivalent work experience Previous technical desktop support experience More ❯

Make history. BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the 'bank of banks' — 97% of the world's top banks work …/Outlook 2013/16/O365 Provide Smart Hands support assistance (where applicable) Remain current with support changes/updates and adherence to the Company Policies and Incident Management process Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues Possess knowledge about Virtual Desktops Infrastructure/Citrix environment Research solutions using available knowledge … action Log all inquiries and incidents as required Assign unresolved Incidents to appropriate support teams in a timely manner Ensure incidents requiring urgent attention are escalated via the identified escalation management procedure Qualifications Management Call Center support experience Associate's (or Bachelor's) degree in a related discipline or equivalent work experience Previous technical desktop support experience More ❯

client is seeking an exceptional Customer Service Manager to lead their Technical Support Team with expertise and a personable approach. This role is perfect for someone with strong team management skills, a solid understanding of technical aspects, and a passion for delivering outstanding customer support. What You'll Be Doing: Leading the Team : Inspire, motivate, and develop the Technical … by the right advisor quickly and efficiently. Reporting : Provide monthly reports on ticket volume, SLA targets, and trends to the SLT. Being the Go-To Person : Act as the escalation point for all team members and manage advanced technical issues. Training and Development : Oversee the development and training of team members to ensure they have the skills and knowledge … with internal product and engineering teams to resolve technical issues and improve product offerings. Continuous Improvement : Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Escalation Management : Handle escalated customer issues and ensure timely resolution. What We're Looking For: Team Management Skills : Proven ability to lead and develop a team. Customer Service More ❯

Service Delivery Manager/Account Manager to strengthen client relationships, oversee project delivery excellence, and drive long-term customer success. The Opportunity In this dual Service Delivery and Account Management role, you will: •Act as the key interface between our clients and internal delivery teams. •Own the successful delivery of technology projects and ongoing services. •Drive customer satisfaction, retention … end service lifecycle for assigned client accounts. •Proactively manage service performance, SLAs, and KPIs. •Lead service reviews and regular check-ins with clients. •Act as the first point of escalation for service-related issues. •Ensure timely resolution of incidents, problems, and change requests. Account Management: •Build deep, trusted relationships with client stakeholders at all levels. •Understand clients’ business … upsells, and client satisfaction metrics. •Identify risks to retention or growth early and develop mitigation strategies. About You •3–6+ years experience in service delivery, client success, technical account management, or similar roles within technology or consultancy. •Strong background in SaaS, cloud, infrastructure, or enterprise software services. •Exceptional client relationship management skills. •Ability to manage multiple client accounts More ❯

Implementation Coordination: Lead and coordinate all implementation activities of the Agentic squads and support the Program Manager and Program Head in analyzing and resolving emergent risks and issues. Iteration Management: Manage iteration backlog, oversee execution of iterations and releases, facilitate testing, and obtain client sign-off. Progress Monitoring: Monitor the Business Case progression and report status to the Program … Leadership according to a defined communication plan, including tracking and reporting KPIs, risks, issues, and financials. Change Control/Management: Manage and document changes to the program's scope, schedule, and budget. Escalation Management: Escalate significant deviations, critical risks, issues, or non-standard approaches to senior management. Transition Management: Plan for and facilitate smooth transition of … with team training and certification. Reporting: Develop and maintain comprehensive documentation and reports, including status reports, risk assessments, and performance metrics. Qualifications: Proven experience in program controls and project management, especially in software and AI technology development. Experience supporting Software Engineers, Product Managers, and Product Owners. Effective leadership and team management skills. Strong communication and interpersonal skills. Proficiency More ❯

drivers. - Write business and product requirements documents and ensure clear communication and coordination of requirements to the business, design and development teams. - Work cross-functionally to manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints, and maximize business benefit while building great customer experiences. - Measure and analyze existing products for … opportunities to innovate and improve, providing additional benefits to customers - Research and identify new opportunities - Present confidently to Amazon senior management as well as other large audiences. The ideal candidate will have: - Technical aptitude and experience and agility to learn web-based tools - Ability to think both strategically and tactically in a high-energy, fast paced environment - Proven analytical … and process improvement skills - Experience working with software development teams - Strong background in product management for technical products with a proven history of owning and driving results - Exceptional interpersonal, motivational, and communication skills - Strong writing and communication skills BASIC QUALIFICATIONS - Bachelor's degree - Experience in technical product management, program management or engineering - Experience owning/driving roadmap More ❯

About the role The Customer Escalation Specialist is responsible for the day-to-day management of escalations received from internal and external customers, ensuring a quality customer experience during any pain-point situation. You'll help us to provide an exceptional service to new and existing clients in a fast-paced, services organisation. The role sits across the … organisation supporting all of the services we deliver, regardless of service delivery team allocation or location. As a Customer Escalation Specialist, your primary responsibility will be providing critical care support to new and existing clients. You'll take charge of escalated cases, digging deep to identify the root cause and offer suitable resolutions. Your role will involve recording accurate … for case escalations, providing timely responses detailing all actions taken to facilitate progress of the escalated issue ensuring correct process and procedure is followed. Ensuring customer focus throughout the escalation process, establishing and managing correct customer expectations through effective communication. Liaising with service delivery stakeholders with regards appropriate resource allocation and ensuring escalations are being actively handled in the More ❯

for delivering the best customer experience in a fast-paced environment. We are a diverse team supporting our global customers. S&P values inclusiveness, collaboration, and integrity, and our management strives to create a work environment that encourages our colleagues to achieve their full potential. Position Summary: We are seeking an exceptional leader with a keen focus on enhancing … the overall customer experience across a broad range of clients to ensure the swift and effective management of client workflows. The ideal candidate will excel in leading a dynamic, multilingual, and diverse organizations, providing clear direction and strategy to the regional Client Support team leads, driving accountability and execution. Duties and Accountabilities: Leadership: Provide an effective and inspiring day … Ensure working practices, tooling, and internal processes are well-defined and operational with minimal disruption, leveraging technology to drive productivity and efficiency. Collaboration: Partner with internal functions, including Service Management, Technology, Integration, Sales, and Product teams, to ensure the highest level of service for our customers. Product Development: Drive product enhancements by maintaining an effective feedback loop with the More ❯

Sound good? Read on to find out more about joining our team... Key Responsibilities As part of our ambitious growth plans we’re revamping our approach to Supply Chain management as a key enabler for our goal of achieving exceptional claims outcomes for customers whilst demonstrating market leading cost control. To meet this challenge we’re looking to expand … and procedures Audit & QA – Delivery of a Supplier Audit and Quality Assurance programme across all claims supply chain, including audit schedule, scope, execution, report issuance, and resolution tracking Contract Management – Ensure effective contracts are in place as part of supplier sourcing and renewal activity, and alongside the Supplier Performance Lead ensure these are kept updated throughout the contract lifecycle. … managing supplier compliance against defined policies, frameworks and controls, and working with the Head of Supply Chain to enhance both the visibility and effectiveness of reporting Risk/Issue Management – Management and tracking of risk/issues identified through supply chain including agreeing relevant actions, resolutions and timeframes Legal – Support the Head of Supply Chain in the ongoing More ❯