Escalations Support Manager

❌ This role has already been filled, better luck next time! ❌

• Providing guidance, mentorship and being a point of escalation to our agents for both our complex and general queries
• Accountable for our handling of complaints, underwriting, chargebacks, and collections escalations. As complaints are regulated, you'll need to ensure these are responded to and fully investigated in line with our FCA obligations as well as required reporting to the FCA.
• Having effective 1:1’s and developing team capabilities through coaching and ongoing development
• Conducting regular QA reviews and using CSAT and Intercom data to develop action plans for improvement for escalations queries
• Creating, updating and rolling out new processes and FAQs to assist both agents and members in their interactions
• A product expert and a Member Support ambassador within our Product/Risk squads and helping to execute new initiatives
• Working with our Member Support Manager on rota planning, tooling and career progression for the support org

‍