Pacifica
Customer Escalations Supervisor [CLS001]
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Customer Escalations Supervisor - Chester-le-Street
Salary: £25,935 per annum
Contract: Full-Time, Permanent
Location: Chester-le-Street, UK
Hours: Monday-Friday, 9:00am - 5:00pm (37.5 hours/week)
Why Join Us
Take the lead in resolving escalated customer cases with one of the UK's largest and most trusted appliance repair companies. Support operational excellence, improve customer satisfaction, and develop your career with Pacifica Appliance Services.
About Pacifica Appliance Services
Pacifica Appliance Services is a leading appliance repair provider in the UK. We deliver in-warranty and out-of-warranty repairs, spares warehousing, and product replacement services. Our team includes highly skilled engineers, customer service staff, and operational specialists committed to excellence and customer satisfaction.
Role Overview
Based at our Chester-Le-Street office, as a Customer Escalations Supervisor you will handle escalated customer cases efficiently, accurately, and empathetically. You will act as the first line of escalation within the escalations team, supporting the Team Leader to maintain service excellence and meet SLA targets. This is ideal for candidates with experience in complaint handling and escalation management.
Key Responsibilities
- Take ownership of escalated cases and resolve challenging complaints
- Manage two-visit failures and related customer issues
- Ensure all escalations comply with internal processes, policies, and SLAs
- Maintain accurate case notes and prepare reports on trends and outcomes
- Collaborate with Planning, Warranty, Clients, Legal, and other teams to resolve escalations
- Support the team during high-impact or critical incidents
- Communicate with customers and clients, providing updates and addressing outcomes clearly, both over the phone and in writing
- Manage shared client inboxes ensuring all emails, requests and enquiries are responded to within agreed timescales.
- Monitor ageing jobs, repeat visit cases and outstanding actions, taking ownership to drive them towards resolution.
- Complete regular WIP reviews to identify high-risk cases that may result in complaints, cancellations, or service failures.
- Monitor jobs on key statuses, ensuring appropriate follow-up actions are completed.
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Required Skills & Experience
- Excellent communication skills (both verbally and written) and interpersonal skills
- Experience in escalation management, complaints and customer service
- Customer-focused, empathetic, and solution-oriented
- Highly organised with strong time-management abilities
- Calm, professional, and resilient under pressure
- Knowledge of escalation protocols and customer service best practices
- Good understanding and a proficient user of IT and Microsoft systems e.g Excel, Word etc
Key Performance Indicators (KPIs)
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- Compliance with escalation procedures and documentation standards
- Effective management of escalation volume
- Resolution of cases within SLA
- 100% completion of complaint records and documentation
- Clear and consistent customer communication
Consumer Duty Responsibilities
- Communicate clearly and professionally with customers using plain language, both written and verbally
- Adapt approach for individual customer needs, including vulnerable customers
- Keep customers updated throughout the complaint process
- Escalate systemic risks, errors, or recurring issues
- Provide clear explanations of outcomes and next steps
- Maintain full and accurate case records for compliance
- Proactive case management, ensuring progress is maintained and prevent unnecessary delays
Salary & Benefits
- £25,935 per annum
- 30 days holiday (including bank holidays), increasing with length of service
- Company pension scheme and Death in Service benefit (3 x Salary)
- Employee retail discounts
- Monday-Friday, 9am-5pm working pattern
- Free Multi-Appliance Protection for your own home appliances and much more!
How To Apply
If you are proactive, organised, and customer-focused, apply today to join one of the UK's most trusted appliance service providers. Take the next step in your career and make a real impact on customer satisfaction at Pacifica Appliance Services.
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