Escalations Manager – Telecoms Advisory

Escalations Manager – Telecoms Advisory

Dublin City Centre
Customer Service, Call Centres & Languages, IT & Telecoms, Legal, Software

€50,000 depending on experience, plus benefits

  • Healthcare
  • Pension
  • Great annual leave
  • Travel expenses
  • Cycle to work scheme
  • L&D
Experience required:
Excellent use of CRM to develop shortcuts and processes; MS Excel; 3 years Customer Care. Outsourcer management

Escalations Manager– Telecoms Advisory


Firstly, this is a new role created due to an evolving focus on solving Irish consumers’ issues with excellent service and answers. As an experienced customer care focused call centre manager or outsourced partner manageer, your function is high level, technically-accurate and analytically-strong customer care. You work on escalated complex consumer complaints regarding electronic communications, Premium Rate Services and postal sectors and you examine lengthy documentation coming from all parties concerned with issues escalted passed front-line customer care to provide accurate and constructive advice back to the Escalations Team and particularly too to the outsourced teams.

You should be driven to improve processes and procedures – ensuring the team is supported and the IT systems are efficient. Be a strong communicator who can perform sophisticated analysis and reporting so all parties are satisfied and your internal colleagues and seniors can commend a job continually well done.

A bit about the day to day

  • On daily basis, employ your joint expertise with MS Excel, with Customer Service and with CRM's. Liaise with management-level stakeholders of member service providers, the management of consumer care teams. And management of the outsourced customer care provider re. SLA’s
  • You will be trained on the customer service tool, intended to become a ‘super user’, knowing the system back to front, able to produce technical documents by working with the features of the system. You are aiming to get to the stage where you are a trainer for the in-house developed system.
  • Bring your technical ability and mindset to understand systems and delve into technical specifications, improve them, make suggestions for process to be amended in line with partner service providers’ processes, and able to set up new people on the system, etc.
  • You bring a high level of communications skills – to write formal responses in relation to complex cases, and in person to meet with service provider organisations on a regular basis to discuss reports, analyse volume of issues and the types and classifications of which
  • You must be available for some travel, within Dublin and nationally, and out of hours working including Saturdays. This is all ad-hoc, not all of the time, but needs your flexibility

Necessary experience?

At least 3 years experience in a customer care role in telecoms (or postal or premium rate services). Diploma, degree or equivalent relevant real-life work experience and evidence of progress. Great reporting abilities using MS Excel; and project management and leadership skills (you will be drilled on this experience at interview). You should be strong analytically and technically, to get the most out of systems -and then to explain and train these out. This means you should be recognisable in your previous positions as the person people go to for the shortcuts and workarounds and just generally the best use of the CRM in place.

All sounds great, what’s the salary and where do I apply?

You will be handsomely rewarded with salary circa €50,000 accompanied by generous, broad-range benefits including pension, health and great annual leave. If the above sounds like you, apply today submitting your CV through the portal here, and follow up immediately with a call to Louise at RECRUITERS. Many thanks. 

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