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Escalations Manager (On call rota) – Software Solution – Remote
Day rate: £350 – £500 (inside IR35)
Duration: 3 – 6 months
Start: ASAP
My client is looking for a highly capable and proactive Escalations Manager to lead the resolution of complex client issues and ensure exceptional client satisfaction. This role is pivotal in maintaining client trust, managing critical incidents, and driving continuous improvement.
The Escalations Manager is responsible for overseeing the support engineers that resolve Embedded Services client issues. Our Embedded Services consist of API-based software microservices and associated products developed by our teams for fintech clients. The Escalations Manager will be handling complex Embedded Services client issues that must be resolved in a timely and effective manner.
This role requires careful management of issues and diplomatic client communication, helping to maintain high levels of client satisfaction. The Escalations Manager will need to work with account managers to keep them informed of situations to ensure the client feels that they are working with a single unified team across our business.
We are looking for a self-starter who takes accountability end to end to resolve issues and deliver a world-class client experience. This role ensures timely and effective handling of escalations, and acts as a senior point of contact during incidents and high priority issues, including out of hours to provide reassurance to the client. The Escalations Manager supports the operational integrity of the support team, especially during out-of-hours coverage, hypercare periods and when other team members are absent.
Key Responsibilities
Required Attributes, Skills & Qualifications
Preferred Skills/Experience
Team Structure & Logistics
*Rates depend on experience and client requirements
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