Title:  Customer Escalation Advisor

Job Purpose

As a Customer Escalation Advisor, you’ll play a vital role in ensuring our customers’ voices are heard, their concerns resolved, and our service continuously improves. You’ll take full ownership of escalated issues, tackling them with empathy, urgency and professionalism, while acting as a trusted advocate for our customers across the organisation.

Your work will go far beyond resolving complaints — you’ll identify root causes, drive process improvements, and collaborate with cross‑functional teams to strengthen our customer culture. Whether coaching frontline colleagues, spotting trends before they become problems, or ensuring stakeholders stay informed, you’ll be instrumental in delivering high levels of satisfaction across all customer touchpoints.

This is a role for someone who thrives on accountability, brings strong leadership capability, and is passionate about delivering outstanding customer outcomes every time.

Key Responsibilities

Customer Impact

Make a meaningful difference by resolving sensitive and complex customer issues, ensuring every customer feels valued, heard and supported.

Ownership & Accountability

Take full responsibility for escalated cases from start to finish—driving timely resolutions, managing expectations, and ensuring customer satisfaction.

Cross‑Functional Influence

Collaborate across teams to address root causes, prevent recurrence, and improve end‑to‑end customer journeys.

Voice of the Customer

Be the champion for customer experience, ensuring concerns are escalated appropriately, communicated clearly, and used to shape future improvements.

Continuous Improvement

Identify trends, spot opportunities to reduce escalations, and embed best‑practice methodologies across the organisation.

Team Coaching & Support

Support and coach customer‑facing colleagues to strengthen their skills in managing and de‑escalating issues.

Skills and Experience

You're a confident, customer‑focused professional with the ability to lead by example and influence others positively.

• Strong leadership capability and experience driving high team performance (line management experience preferable)
• A proven track record of delivering excellent customer outcomes
• Ability to handle complex escalations with empathy, resilience and sound judgement
• Excellent communication skills with the ability to explain decisions clearly and professionally
• Confidence coordinating cross‑functional teams and managing sensitive conversations
• A continuous improvement mindset with the ability to spot patterns and recommend change
• A strong customer‑first approach in all decision‑making
• Ability to work proactively, take ownership, and keep all stakeholders fully informed