Hackajob is collaborating with Evri to connect them with exceptional professionals for this role. 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 r