We are looking for Customer Service Escalation Advisors – to join our team! Salary: up to £26,161 Contract Type: Permanent Location: Leeds (Morley) – Hybrid working Shift pattern: 5 days out of 6, Monday-Saturday (rota-based) Benefits include: Flexible working 26 days holiday bank holidays Wagestream – Access your earned pay early! Digital GP service for you and your family Free onsite parking Supportive and inclusive culture Join our team and help deliver an outstanding customer experience. You’ll deliver high-quality, telephone-based service, taking ownership of inbound calls and resolving customer enquiries quickly and professionally. You’ll handle a wide range of queries, service issues, delivery concerns, and parcel investigations, where speed, and accuracy are key. You’ll also be responsible for managing high-importance CEO and Executive escalations, ensuring every case is handled with exceptional care and precision. Interested? Look at the below to understand what you’ll be doing in this role! Provide exceptional telephone-based customer service, taking ownership of the majority of customer queries through inbound calls and resolving as many issues as possible on first contact. Take responsibility for handling complaints and managing escalations, ensuring all cases are resolved with professionalism. Handle high-importance and sometimes sensitive escalations, including CEO and Executive cases, with sensitivity and care. Investigate parcel enquiries end-to-end, using all relevant systems and exploring every avenue to reach accurate, fair outcomes. Thrive in a busy contact centre environment, demonstrating resilience, confidentiality, and professionalism. Use multiple systems to process a wide range of transactions quickly and accurately. Identify the root cause of problems and provide solutions to prevent repeat issues. Maintain accurate CRM records at every stage, ensuring customers receive proactive updates within agreed SLAs. Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors and our Parcelshop network. Support team coverage during core call hours, meet KPIs and SLAs, and contribute to continuous improvement. We are looking for: Strong written and verbal communication skills Proficient users of MS Office (Word, Excel, Outlook) Excellent telephone manner with active listening skills Confident decision-makers with strong problem-solving abilities and attention to detail Resilient team players who remain calm and professional under pressure, especially when handling complaint-heavy or high-stakes escalations Ability to work under your own initiative and navigate multiple systems quickly At Evri, we know we only grow if our people do too. That’s why we’re committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves. We’re on a journey to better represent the customers we serve around the UK. We’re committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business. We are Evri. Where everyone is welcome We’re excited for the future. Let’s deliver it together.