Client Escalations Specialist

- Own and manage all client escalations received via phone, email, or internal systems. I take full accountability for seeing each escalation through to resolution. - Liaise with internal teams, subcontractors, and suppliers to coordinate effective and timely responses. - Maintain clear, professional, and consistent communication with clients throughout the lifecycle of each escalation. - Provide regular updates and ensure clients are informed of progress, actions taken, and final outcomes. - Investigate and identify the reasons behind recurring or high-impact escalations, analyzing data and trends to highlight systemic issues or process failures. - Develop and recommend practical solutions to prevent recurrence. - Take a proactive approach to service delivery by identifying areas for improvement across helpdesk operations and collaborating with internal teams to implement changes that enhance client experience and reduce escalation volume. - Produce detailed escalation reports, including metrics, trends, and performance insights, and present findings and recommendations to senior management to support data-driven decision-making.