Senior Escalated Care Executive

Reference Number: J11246
Salary: £22,000 - £24,000
Location: Bourne End
Contract Type: Permanent



We’re recruiting on behalf of a market leading company based in Bucks for a Senior Escalated Care Executive to provide a timely, responsive service with integrity, simplicity and a passion for excellence. The successful candidate will work as an integral part of the customer service team to investigate and resolve supplier related feedback and complaints as well as assist the Customer Service Manager with team management.


  • To support the Customer Service Team Manager and Team Leader
  • To guide the Customer Service telephone team on whether a complaint can be handled by themselves or escalated care
  • To guide and coach the Escalated Care Executive with resolving customer complaints
  • Management of the escalated care mailbox
  • Management of supplier complaints within the agreed timeframe and in an appropriate manner. Logging each complaint on the spreadsheet and keeping the sheet up to date
  • Aim to achieve a one response resolution
  • Management of all customer negative feedback across all brands, highlighting key issues with Customer Service Team Manager and Head of Partner Quality
  • Ensure excellent verbal and written responses to customer complaints and supplier queries
  • All correspondence and telephone queries to be dealt with within the agreed timeframe and in an appropriate manner that represents the companies brand values, ensuring that a streamlined professional service is always provided
  • Supplier contact by phone, email and face to face when required, remaining professional and courteous always to ensure that there are good relations
  • To own the credit note, voucher un-claiming and debit note process


  • Solid communication skills with proven ability to communicate constructively at all levels
  • Ability to prioritise and organise own work as well as assisting team member
  • Great attention to detail with a passion to resolve a negative situation
  • Confident with low level team management
  • Proven experience within a customer service background
  • Proven experience with dealing within complaint handling
  • Capable of using the discretion within the company policy guidelines as well as thinking outside of the box
  • High level of written work and proficiency with MS Outlook
  • Communicate clearly and effectively by phone, e-mail, letter and face to face with suppliers and colleagues
  • Work on owns initiative as well as a proactive team player with hands on approach

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To find out more about this vacancy please call 01628 627 222