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Escalations Manager

4 months ago

Cape Town, South Africa Lead Generation Group Full time

**Job Description:**
We are looking for a seasoned Escalations Manager with expertise in handling and resolving client complaints and issues, particularly with clients based in the UK and USA. The ideal candidate will excel in de-escalating challenging situations while adhering to company policies. This role requires strong communication skills, the ability to provide constructive feedback to the team, and a proactive approach to preventing future complaints.


**Key Responsibilities:**
- Manage and resolve escalated client complaints and issues, ensuring a high level of customer satisfaction.
- Act as the primary point of contact for escalations from both UK and USA clients.
- Utilize expert de-escalation techniques to handle challenging situations effectively and professionally.
- Adhere strictly to company policies and guidelines while addressing client concerns.
- Provide feedback, coaching, and advice to the wider team on best practices for complaint prevention and resolution.
- Develop and implement strategies to reduce the frequency of escalations and enhance overall client experience.
- Maintain accurate records of all escalations and resolutions, ensuring compliance with company standards.
- Collaborate with other departments to identify root causes of complaints and work on continuous improvement initiatives.
- Prepare and present regular reports on escalation trends and outcomes to senior management.**Qualifications:**
- Proven experience as an Escalations Manager or in a similar role, preferably dealing with both UK and USA clients.
- Expertise in de-escalation techniques and conflict resolution.
- Strong understanding of company policies and the ability to adhere to them strictly.
- Excellent communication and interpersonal skills.
- Ability to provide constructive feedback and coaching to team members.
- Experience in online lead generation is a plus, but not essential.
- Strong problem-solving skills and a proactive approach to preventing complaints.
- Ability to work under pressure and handle multiple escalations simultaneously.
- High level of integrity and professionalism.





**Education and Experience:**
- Minimum of 5 years of experience in an escalations management role or similar.
- Experience working in a fast-paced, client-focused environment.