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Customer Service Escalations Handler

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MJ QUINN INTEGRATED SERVICES LTD

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Location:
United Kingdom , Liverpool

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

30000.00 GBP / Year
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Job Description:

The Customer Service Escalations Handler will lead and support a team of Customer Service Advisors within a telecommunications business specialising in broadband installation and service delivery. The role is responsible for ensuring an excellent customer experience, managing high-level and complex complaints, and driving early intervention to resolve issues before they escalate.

Job Responsibility:

  • Handle complex customer enquiries and complaints, ensuring timely and effective resolution
  • Take ownership of escalated cases, working closely with internal teams (engineering, planning, service delivery, HR, finance) to reach a satisfactory outcome
  • Communicate clearly and professionally with customers across multiple channels (phone, email, written correspondence)
  • Ensure all interactions are documented accurately and meet GDPR compliance requirements
  • Provide day-to-day guidance, coaching, and support to Customer Service Advisors
  • Act as a first point of escalation for junior team members
  • Support with training of new starters and ongoing development of the existing team
  • Help maintain a positive, customer-focused culture
  • Monitor service levels and contribute to continuous improvement activities
  • Identify trends in customer issues and communicate insights to management
  • Support the Customer Service Manager in achieving KPIs such as response times, complaint resolution rates, and customer satisfaction targets
  • Ensure compliance with industry standards, internal policies, and health & safety requirements
  • Liaise with field engineering teams to coordinate updates and progress on service issues
  • Manage customer expectations regarding appointments, faults, delays, or escalations
  • Support with quality assurance checks, ensuring accuracy in customer communication and case handling
  • Assist in producing reports and MI linked to customer service performance

Requirements:

  • Proven experience in customer service, preferably in telecommunications, utilities, or another technical service industry
  • Strong communication skills, both written and verbal
  • Ability to manage challenging or sensitive conversations professionally
  • Experience handling escalations or complex cases
  • High level of accuracy and attention to detail
  • Ability to work in a fast-paced, high-volume environment
  • Strong problem-solving skills and a proactive approach
  • Good IT skills, including CRM systems and Microsoft Office
  • Stakeholder Management experience required

Nice to have:

  • Prior experience assisting or mentoring others within a customer service team
  • Knowledge of telecoms infrastructure (e.g., FTTP, copper, broadband faults) is an advantage
  • Understanding of GDPR, data protection principles, and customer confidentiality
  • Experience working with field-based engineering operations
What we offer:
  • Full Benefits Package
  • 33 days holiday inclusive of bank holidays

Additional Information:

Job Posted:
May 05, 2026

Expiration:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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