Escalations Supervisor

Job Summary : The Escalations Supervisor is responsible for overseeing the complaints handling process, ensuring that customer concerns are addressed promptly and effectively. This role involves developing policies, managing client expectations, and collaborating with various departments to enhance customer satisfaction and improve service quality. Key Responsibilities : Complaint Handling : Manage the end-to-end process of customer complaints, ensuring timely resolution and effective communication with customers. Analyse complaint data to identify trends and areas for improvement. Policy Development : Develop and implement complaint management policies and procedures to ensure consistency and compliance. Stay updated on industry best practices and regulatory requirements related to complaints handling. Cross-Department Collaboration : Work closely with other departments (, Field, Customer Service, HSEQ, Client Liaison) to address root causes of complaints and implement preventive measures. Facilitate regular meetings to discuss complaint trends and potential improvements. Reporting and Analysis : Prepare and present regular reports on complaint metrics, trends, and resolutions to senior management. Utilize data analytics to derive insights and inform strategic decisions. Customer Engagement : Engage with customers to gather feedback and improve the overall customer experience. Address escalated complaints and ensure customer satisfaction is achieved.

• Proven experience in complaints management, customer service, or a related area.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Proficiency in complaint management software and CRM systems.
Skills :
• Conflict resolution and negotiation skills.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational skills and attention to detail.
• Empathy and a customer-focused approach.
  
  Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure and Power Sectors in Ireland and the UK.
We are driven to be innovative and proactive in delivering solutions that meet our client's expectations while not losing sight of their changing requirements. With over 4000 employees across Ireland & UK we continue to bring people together to make this happen.


• Remotely with a requirement to attend offices when required