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. 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
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)
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
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.