Location:  United Kingdom 

Recruiter: Tyrone Duncan 

 

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

 

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

 

 

Purpose of the role

 

The Escalation Manager is responsible for managing and resolving escalated Professional Services customer disputes within the organisation. This role involves working closely with cross-functional teams to ensure prompt and satisfactory resolution of escalated matters while maintaining a high level of customer satisfaction.

 

Role Responsibilities

 

Escalation Management

• Identify and triage escalated issues from various sources, including customers, support teams, or internal stakeholders.
• Assess the severity and impact of each escalation and prioritize them accordingly.

 

Resolution Planning

• Develop a clear and effective plan for addressing escalated issues, including defining objectives, timelines, and resource requirements.
• Collaborate with relevant departments such as customer support, technical teams, and management to ensure alignment on the resolution strategy.

 

Communication

• Act as a primary point of contact for escalated matters, maintaining open and transparent communication with customers or internal stakeholders.
• Provide regular updates on the status of escalations to all parties involved.

 

Problem-Solving

• Analyze the root causes of escalations and work towards finding sustainable solutions to prevent future occurrences.
• Employ creative problem-solving techniques to resolve complex issues.

 

Conflict Resolution

• Mediate disputes or conflicts that arise during the escalation process, facilitating constructive discussions and negotiations.
• Ensure all parties involved reach a mutually agreeable resolution.

 

Documentation

• Maintain detailed records of all escalated cases, actions taken, and outcomes.
• Prepare reports and analysis on escalation trends for management review.

 

Quality Assurance

• Monitor the quality of resolution efforts and ensure they meet established standards and customer expectations.
• Implement continuous improvement initiatives to enhance the escalation management process.
• Work closely with the Business Process Improvement team to enhance / change our implementation approach to reduce volumes.
• Look for trends in escalation reasons, work cross functionally with Professional Services and other departments to evolve our software, systems and processes to reduce volumes.

 

 

Skills, Knowledge & Experience

 

• Proven experience in customer service, support, or a similar role, with a track record of successfully managing escalations.
• Strong interpersonal and communication skills, including the ability to defuse tense situations and facilitate constructive conversations.
• Excellent problem-solving abilities, with the capacity to analyse complex issues and develop effective solutions.
• Detail-oriented with strong organizational and documentation skills.
• Ability to work collaboratively across departments and levels of an organization.
• Knowledge of customer relationship management (CRM) software and escalation tracking tools is a plus.
• Previous experience in conflict resolution or mediation is desirable.
• Experience in a process improvements role would be advantageous.

 

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

 

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

 

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.