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Client Escalations Specialist
Linaker
Manage client escalations from receipt to resolution, ensuring communication and improvement.
9d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Newton-Le-Willows, England, United Kingdom
Office Full-Time
Company Size
250 Employees
Service Specialisms
Property Maintenance
Building Services
Mechanical and Electrical Services
Facilities Management
Planned and Reactive Maintenance
Energy Management
Building Refurbishment
Sector Specialisms
Commercial
Residential
Corporate
Leisure
Role
What you would be doing
root cause
data analysis
escalation management
continuous improvement
client communication
stakeholder liaison
- Collaborate with internal teams to implement changes that enhance client experience and reduce escalation volume.
- Present findings and recommendations to senior management to support data-driven decision-making.
- Maintain clear, professional, and consistent communication with clients throughout the lifecycle of each escalation.
- Root Cause Analysis; Investigate and identify the reasons behind recurring or high-impact escalations.
- Liaise with internal teams, subcontractors, and suppliers to coordinate effective and timely responses.
- Take full accountability for seeing each escalation through to resolution.
- Reporting & Data Analysis; Produce detailed escalation reports, including metrics, trends, and performance insights.
- Continuous Improvement; Take a proactive approach to service delivery by identifying areas for improvement across helpdesk operations.
- Provide regular updates and ensure clients are informed of progress, actions taken, and final outcomes.
- Analyse data and trends to highlight systemic issues or process failures.
- Develop and recommend practical solutions to prevent recurrence.
- Own and manage all client escalations received via phone, email, or internal systems.
What you bring
cafm
root cause
client facing
time management
problem solving
communication
- Ability to remain calm under pressure and handle challenging situations professionally.
- Familiarity with root cause analysis methodologies
- Proficient in using CAFM systems and reporting tools.
- Experience in a client-facing, service-focused role (preferably within a facilities management or engineering environment).
- Strong organisational and time management skills, with the ability to prioritise multiple tasks.
- Experience in service delivery, customer service management, or complaints resolution.
- Confident communicator with excellent verbal and written communication skills.
- Strong problem-solving and analytical skills with a keen eye for detail.
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Training + DevelopmentInformation not given or found
Interview process
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Security clearanceInformation not given or found
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Company
Overview
2000s Founded
Year Established
This highlights the company's origin and long-standing presence in the facilities management industry.
- With a focus on both public and private sector clients, offers tailored services to meet diverse operational needs.
- Specializes in maintaining and managing facilities, from office buildings to large industrial sites.
- Expertise spans various sectors, including residential, commercial, industrial, and government properties.
- Prides itself on delivering cost-effective solutions while maintaining the highest standards of service.
- Proven track record of successfully managing large-scale, complex projects across multiple industries.
- Clients range from small businesses to major global corporations, with a strong emphasis on long-term partnerships.
- Valuing quality and exceptional customer service.
- Committed to continuous improvement.
- Fostering a collaborative and supportive team environment.
- Maintaining accountability and transparency.
- Being respectful and inclusive of diverse skills and experiences.
2050 Target
Net Zero Commitment
Aiming to achieve carbon neutrality by 2050 through various initiatives.
- Implementation of energy-efficient solutions in operations
- Regular monitoring and reporting of energy consumption
- Focus on reducing carbon emissions across all business activities
- Gender-balanced leadership team
- Strong commitment to creating an inclusive workplace
- Support for diverse talent acquisition and career development
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