Escalations Manager

Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless, investigative journalism, and holds power to account. Our team of award-winning journalists, cutting-edge commercial professionals, and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development, with a focus on training, growth and fostering an inclusive culture.

We’re now looking for an Escalations Manager to manage the service delivery of high level, edge case and non-traditional complaints in line within the expectations customers have of the Guardian.

This role is part of our Customer Experience Team who are focused on delivering best in class customer service that aligns with our brand values and is also commercially focused, in particular when it comes to reducing friction and customer pain which can lead to customer churn.

About the Role

• Manage the resolution of high-level complaints that are escalated from the offices of our Senior Executive team and from customer services.
• To be a single peer to peer escalation point of contact for third party partners
• Be the go-to person to handle more complicated or sensitive cases passed to the team via non-traditional routes (editorial, retail, senior and similar).
• Balancing commercial, regulatory and customer service considerations at all times in resolving complaint cases.
• Represent the customer in every meeting, workshop and business conversation
• Provide regular updates on the volumes and reasons for escalated complaints.
• Support the Head of CX, Service Managers and Development team on understanding the nature of issues and crises and formulating a response in line with our values.

About You

• Previous experience in the management of high-level and complex complaints.
• Demonstrable experience dealing directly with customers: managing expectations, delivering the best possible resolution.
• Good understanding of fulfilment and billing management systems alongside basic knowledge of apps and smart devices
• Comfortable working with both internal and external stakeholders
• Problem solver, problem seeker.
• Experience of managing complaints directly with Executive or Board level colleagues.
• Excellent communication skills.
• Has strong brief writing and persuasive language skills.

We value and respect all differences (seen and unseen) in all people. We aspire to have inclusive working experiences and an environment that reflects the audience we serve, where our people have equal access to career development opportunities, their voices are heard and can contribute to our future. We actively encourage applications from people of all backgrounds. Many of our staff work flexibly and we will consider all requests for flexible working arrangements.

How to Apply

To apply, please upload your latest CV and a cover letter which outlines why you’d love to take on this role, and why you’re a great match for what we’re looking for.

The closing date for applications is 6th January 2024.

All roles at the Guardian are open for everybody to apply. It is important to us that you feel supported and comfortable throughout your recruitment process, in order to perform your best. Please let us know if there are any changes we could make to help your application, this includes providing documents in accessible formats or personalising the process to better support your needs. Please contact Alice on alice.connor@theguardian.com to discuss further so we can work with you to support you through your application.

Benefits at the Guardian

Culture & Wellbeing

We want everyone to feel like they belong at the Guardian and we champion diversity of thought. Our various employee forums provide a platform to use their voice to foster an inclusive workplace.

We offer tools to help you prioritise your wellbeing including access to our employee benefits platform which provides tailored support for health and wellbeing. In addition, we also offer free yoga and pilates classes. These run alongside our corporate gym membership and cycle to work scheme.

Learning & Development

We encourage personal and professional growth. Employees have access to a broad range of tools and solutions, and we are happy to support the pursuit of professional qualifications through vocational courses and apprenticeships.

Our Working Environment

We take pride in our surroundings and are pleased to offer versatile meeting rooms and colourful communal areas. We have a brilliant canteen that caters to breakfast, lunch and dinner, with views overlooking Regent’s Canal.

Additional Benefits & Policies

We offer 30 days annual leave per annum, plus an additional 5 day holiday purchase scheme. Our pension scheme is generous; if you contribute 5% then we will contribute 8-12% (depending on your age). We believe in giving back, which is why employees are given 2 volunteering days annually and the option of payroll giving. Season ticket loans are also available.

You are entitled to life cover, income protection, healthcare, sick pay and eye tests. You can also opt in to dental insurance.

We have enhanced maternity, paternity, adoption and shared parental leave policies in place. We also support our employees by offering an IVF, menopause, baby loss, and trans equality policy.