Role Overview

We are looking for a dedicated and solutions-focused Client Escalations Champion to join our CRT team. This critical role is responsible for managing all client escalations from initial receipt through to resolution, ensuring timely updates and clear communication throughout the process. The ideal candidate will have a proactive mindset, a strong customer focus, and a passion for continuous improvement.

What you will be responsible for:

Escalation Management:

• Own and manage all client escalations received via phone, email, or internal systems.
• Take full accountability for seeing each escalation through to resolution.
• Liaise with internal teams, subcontractors, and suppliers to coordinate effective and timely responses.
• Maintain clear, professional, and consistent communication with clients throughout the lifecycle of each escalation.
• Provide regular updates and ensure clients are informed of progress, actions taken, and final outcomes.
• Root Cause Analysis; Investigate and identify the reasons behind recurring or high-impact escalations.
• Analyse data and trends to highlight systemic issues or process failures.
• Develop and recommend practical solutions to prevent recurrence.
• Continuous Improvement; Take a proactive approach to service delivery by identifying areas for improvement across helpdesk operations.
• Collaborate with internal teams to implement changes that enhance client experience and reduce escalation volume.
• Reporting & Data Analysis; Produce detailed escalation reports, including metrics, trends, and performance insights.
• Present findings and recommendations to senior management to support data-driven decision-making.

Key Skills & Experience:

• Experience in a client-facing, service-focused role (preferably within a facilities management or engineering environment).
• Strong problem-solving and analytical skills with a keen eye for detail.
• Confident communicator with excellent verbal and written communication skills.
• Ability to remain calm under pressure and handle challenging situations professionally.
• Strong organisational and time management skills, with the ability to prioritise multiple tasks.
• Proficient in using CAFM systems and reporting tools.

Desirable Qualifications:

• Experience in service delivery, customer service management, or complaints resolution.
• Familiarity with root cause analysis methodologies