Senior case management systems Work, Jobs in Ibstock, Lec (with Salaries)

Customer Service Escalations Manager
Energile Ltd —Exhall
- From £27,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
- Free parking
Quick apply
3d
Senior Credit Controller
Mi Hub Ltd —Derby
- £31,750 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Customer service
- ERP systems
- Free parking
- Health & wellbeing programme
Quick apply
5d
Senior Case Administrator (111716-0626)
University of Warwick —Coventry
- £26,707 - £30,378 a year
- Customer service
- Administrative experience
- University
11d
Senior Case Management Systems Developer
Flint Bishop —Derby
- Full-time
- Salesforce
- Windows
- SQL
- Free parking
- Employee discount
Quick apply
Junior HR Business Partner
Metropolitan Gaming —Nottingham
- Full-time
- Management
- Microsoft Office
- Human resources
- Employee assistance programme
- Employee discount
Quick apply
12d
HR Administrator - Fixed Term
BrettGroup —Mountsorrel
- Monday to Friday
- Administrative experience
- Human resources
- Communication skills
- Free parking
- Annual leave
Quick apply
Solicitor / Senior Caseworker (Personal & Family Immigration)
Paragon Law —Nottingham
- Full-time
- Hybrid work
- Annual leave
- Employee assistance programme
Quick apply
3d
Probation Services Officer - Leicestershire
HM Prison & Probation Service —Coalville
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Communication skills
- Annual leave
- Employee discount
11d
Business Change Manager
TESTQ Technologies —Leicester
- £56,500 - £70,000 a year
- Full-time
- English
- Analysis skills
- Project management
Quick apply
13d
Court of Protection Paralegal
Flint Bishop —Derby
- Full-time
- Microsoft Office
- IT
- Communication skills
- Employee discount
Quick apply
Senior Customer Service Representative
XMA —Nottingham
- £27,000 a year
- Full-time
- Hybrid work
- Customer service
- Administrative experience
- Organisational skills
- Work from home
- Employee discount
6d
SOC Analyst
NTT Ltd —Birmingham
- Microsoft Word
- Microsoft Excel
- Azure
12d
Commercial Law - Partner
Mallory Pryce —Nottingham
- Mentoring
- Leadership
- Negotiation
Quick apply
13d
Banking Partner
Mallory Pryce —Nottingham
- Mentoring
- Leadership
- Banking
Quick apply
13d
Associate Director - Healthcare Advisory
KPMG —Birmingham
- Part-time
- Project management
Senior Bridge Engineer
Kier Group —Birmingham
- From £45,000 a year
- Full-time
- Engineering
- Travel
Associate - Catastrophic Injury
Keoghs —Birmingham
- Full-time
- Hybrid work
- Annual leave
Senior Paralegal - Occupational Disease
DWF —Birmingham
- Full-time
- Hybrid work
4d
Legal Director - Private Client
J&T Business Consulting —Nottingham
- Business development
- Communication skills
Quick apply
4d
HR Business Partner
NEXT —Leicester
- £49,000 - £56,000 a year
- Full-time
- Oracle
- Travel
- Human resources
- Free parking
- Employee discount

I want to receive the latest job alerts for senior case management systems in ibstock, lec

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Customer Service Escalations Manager

Energile Ltd -
Exhall

Quick apply

Job details

Permanent | Full-time
From £27,000 a year
3 days ago

Benefits

Free parking
Casual dress
Company pension
On-site parking

Qualifications

Management
Customer service
Complaint handling
Microsoft Office
Organisational skills
Communication skills

Full job description

Job Purpose

The Escalations Manager is responsible for managing and resolving customer complaints in a professional, timely, and empathetic manner. Acting as the primary point of contact for customers wishing to make an official complaint, the role involves investigating concerns, coordinating resolutions across departments, maintaining accurate complaint records, and identifying opportunities for service improvement.

Key Responsibilities Customer Complaint Management

Handle incoming customer complaints via telephone, email, and written correspondence.
Serve as the main point of contact for customers throughout the complaints process.
Listen actively, demonstrate empathy, and communicate professionally to understand customer concerns.
Conduct thorough investigations into complaints, gathering information from relevant teams and stakeholders.
Provide customers with regular updates and manage expectations throughout the resolution process.
Deliver complaint outcomes clearly and professionally, ensuring customers understand the resolution provided.

Resolution and Case Management

Take ownership of complaints from initial contact through to final resolution.
Work collaboratively with internal departments to identify root causes and implement appropriate solutions.
Escalate complex or high-risk cases to senior management where necessary.
Ensure all complaints are handled in accordance with company policies, regulatory requirements, and service standards.
Monitor complaint resolution times and ensure agreed service level targets are achieved.

Record Keeping and Reporting

Accurately log all complaints, actions taken, communications, and outcomes within the company's systems.
Maintain detailed and auditable complaint records.
Produce regular reports on complaint volumes, trends, root causes, and resolution performance.
Identify recurring issues and areas for improvement based on complaint data.

Stakeholder and Department Feedback

Provide constructive feedback to relevant departments regarding customer concerns and service failures.
Work with operational teams to identify corrective actions and prevent repeat complaints.
Support continuous improvement initiatives by sharing customer insights and lessons learned.
Build positive working relationships across departments to facilitate effective complaint resolution.

Skills and ExperienceEssential

Previous experience in complaints handling, customer relations, customer service, or escalation management.
Excellent verbal and written communication skills.
Strong telephone manner with the ability to handle difficult conversations professionally.
Excellent problem-solving and investigation skills.
Strong organisational skills and attention to detail.
Ability to manage multiple cases simultaneously while meeting deadlines.
Proficient in Microsoft Office and customer management systems.

Desirable

Experience within a regulated industry.
Knowledge of complaint handling procedures and best practice.
Experience producing reports and analysing customer feedback trends.

Personal Attributes

Empathetic and customer-focused.
Calm and professional under pressure.
Resilient when handling challenging situations.
Strong sense of accountability and ownership.
Able to influence and collaborate effectively with colleagues at all levels.
Committed to continuous improvement and delivering excellent customer outcomes.

Key Performance Indicators (KPIs)

Complaint resolution times.
Customer satisfaction following complaint resolution.
Complaint closure rates.
Accuracy and completeness of complaint records.
Reduction in recurring complaint themes.
Quality and effectiveness of feedback provided to operational teams.

Pay: From £27,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

senior case management systems jobs in ibstock, lec

Customer Service Escalations Manager

Senior Credit Controller

Senior Case Administrator (111716-0626)

Senior Case Management Systems Developer

Junior HR Business Partner

HR Administrator - Fixed Term

Solicitor / Senior Caseworker (Personal & Family Immigration)

Probation Services Officer - Leicestershire

Business Change Manager

Court of Protection Paralegal

Senior Customer Service Representative

SOC Analyst

Commercial Law - Partner

Banking Partner

Associate Director - Healthcare Advisory

Senior Bridge Engineer

Associate - Catastrophic Injury

Senior Paralegal - Occupational Disease

Legal Director - Private Client

HR Business Partner

I want to receive the latest job alerts for senior case management systems in ibstock, lec

Related Searches

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected