Escalation Specialist

Escalation Management & Leadership Serve as the primary point of contact for escalations, expertly managing and resolving client complaints with professionalism, urgency, and discretion Take full ownership of client issues, collaborating seamlessly with cross-functional teams to ensure swift and effective resolution, and working closely with different stakeholders, Team managers, DCS and stores while reporting directly to the UK Client Services Manager Deliver a consistently exceptional client experience, embodying the Maison’s service standards and luxury values at every touchpoint Build and maintain strong, trusted relationships with the head office, Warehouses, Back Office, and other key stakeholders across the organization Provide proactive support to the team across all queues, adapting to business needs and ensuring continuity of service Coach and mentor Client Advisors on handling complex conversations, challenging interactions, and the escalation process Design, deliver, and continuously refine escalation training for new starters, ensuring alignment with current procedures and best practices Assist Team Managers with operational actions (Denodo, OE’s) and maintain effective store communications via WhatsApp Conduct comprehensive call evaluations to ensure adherence to quality, brand standards, and process compliance Client Experience & Service Excellence Manage highly complex client situations with empathy, professionalism, and sound judgment, ensuring every interaction reinforces trust and loyalty Lead service recovery efforts that reflect the Maison’s premium standards and client-centric approach Consistently translate brand values into tangible, memorable, and personalized client interactions that reinforce the luxury experience Operational & Analytical Skills Leverage data, reporting, and performance metrics to identify trends, risks, and opportunities within escalation management Translate insights into actionable strategies and process improvements that enhance client experience and operational efficiency Maintain detailed, structured documentation and process guidelines to support consistency, team learning, and ongoing service excellence Communication & Collaboration Demonstrate exceptional verbal and written communication skills, capable of influencing and aligning stakeholders at all levels Foster a culture of knowledge sharing, coaching, and continuous development within the Client Service Center