Escalation and Jeopardy Lead - Gamma Business

A Bit About Us 🚀

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data, and mobile products and services to the UK, German, Spanish, and Benelux business markets.
We are expanding our UCaaS presence in Europe, focusing on digital automation and delivering Gamma-powered services to SME customers through a network of channel partners across Germany, Spain, and the Benelux region.

Who Are We Looking For? 👀

We’re looking for an Escalation and Jeopardy Lead who thrives on taking ownership of escalations and proactively managing potential risks. You’ll be the critical link between suppliers, channel partners, and internal teams, ensuring escalations are resolved efficiently and customers receive timely updates. If you’re a skilled communicator, adept at driving progress and problem-solving under pressure, this role is an exciting opportunity to make a meaningful impact on customer satisfaction and service quality.

What Will You Be Doing Day-to-Day? ✨

• End-to-End Escalation Management: Take full ownership of escalations for orders and faults, guiding them through their lifecycle and serving as the main point of contact for customer queries.
• Supplier Engagement: Collaborate closely with suppliers to manage escalations, ensuring regular, meaningful updates are provided to all stakeholders.
• Risk Management: Proactively monitor focus areas, including customer delays, supplier performance, and long-standing orders and faults, to minimize escalation frequency.
• Problem Analysis: Conduct root cause analysis on escalated issues and offer suggestions for preventative measures to improve future outcomes.
• Support and Collaboration: Provide guidance and advice to internal teams on escalations and complex issues, attending customer or supplier meetings as required.
• Reporting and Communication: Create and manage proactive reports and provide clear, timely updates to customers and internal teams throughout the escalation process.

What You’ll Need 💻

• Proven experience managing escalations with exceptional attention to detail and customer focus.
• Ideally, experience in providing technical customer support, particularly for Voice technologies.
• Excellent communication skills, with the ability to adapt your language and tone to suit your audience.
• A passion for delivering outstanding customer service and exceeding expectations.
• Strong time-management skills, with the ability to prioritize multiple tasks and meet tight deadlines.
• A problem-solving mindset with a proactive, “can-do” attitude.
• Team-oriented, with enthusiasm for achieving shared goals and collaborating across departments.
• The ability to analyse risk and identify opportunities for service improvement.

What Do We Offer? 💰

• 25 days holiday + bank holidays.
• Your birthday off.
• Private Medical Insurance.
• Electric Vehicle (EV) scheme.
• Pension plan.
• Enhanced maternity and paternity leave.
• Share-save scheme.