Customer Escalations Supervisor – Chester-le-Street | £25,935 | Full-Time, Permanent
Company: Pacifica Appliance Services
Location: Chester-le-Street, UK
Salary: £25,935 per annum
Contract: Full-Time, Permanent
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 and across Europe. 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
As a Customer Escalations Supervisor, you will handle escalated customer cases efficiently, accurately, and empathetically. You will act as the first line of leadership in the escalations team, supporting the Team Leader to maintain service excellence and meet SLA targets. This is ideal for candidates with experience in customer service, complaint handling, or escalation management.
Key Responsibilities
1. Take ownership of escalated cases and resolve challenging complaints
2. Manage two-visit failures and related customer issues
3. Ensure all escalations comply with internal processes, policies, and SLAs
4. Maintain accurate case notes and prepare reports on trends and outcomes
5. Collaborate with Planning, Warranty, Clients, Legal, and other teams to resolve escalations
6. Support the team during high-impact or critical incidents
Required Skills & Experience
7. Excellent communication and interpersonal skills
8. Experience in escalation management, complaints, or customer service
9. Customer-focused, empathetic, and solution-oriented
10. Highly organised with strong time-management abilities
11. Calm, professional, and resilient under pressure
12. Knowledge of escalation protocols and customer service best practices
13. Good understanding and a proficient user of Microsoft systems e.g Excel, Word etc
Key Performance Indicators (KPIs)
14. Compliance with escalation procedures and documentation standards
15. Effective management of escalation volume
16. Resolution of cases within SLA
17. 100% completion of complaint records and documentation
18. Clear and consistent customer communication
Consumer Duty Responsibilities
19. Communicate clearly and professionally with customers using plain language
20. Adapt approach for individual customer needs, including vulnerable customers
21. Keep customers updated throughout the complaint process
22. Escalate systemic risks, errors, or recurring issues
23. Provide clear explanations of outcomes and next steps
24. Maintain full and accurate case records for compliance
Salary & Benefits
25. £25,935 per annum
26. 30 days holiday (including bank holidays), increasing with length of service
27. Company pension scheme and Death in Service benefit (3 x Salary)
28. Employee retail discounts
29. Monday-Friday, 9am-5pm working pattern
30. 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.