Escalation Resolution Associate

Job Location:

Hybrid. This role is a hybrid position that requires 3 times per week in our Oxford office. Attendance for day shifts, late/evening shifts will be home based.

Working Hours: 40 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays.

As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service.

You’ll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You’ll also support day-to-day operations by assisting with booking-related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions.

You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You’ll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery.

You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role.

This is a fast‑paced environment where you’ll take initiative, stay solution‑focused, and step in where support is needed.

If you enjoy helping people and solving problems, this role could be a great fit.

• Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi‑Fi). Proof required.
• At least 6 months’ experience in customer service (office or call centre).
• Quiet home working environment with direct Ethernet connection.
• Strong written and spoken English.
• Confident typing, phone, and computer navigation skills.
• Ability to work in a high‑pressure environment while maintaining quality.
• Flexibility to work across shifts, including weekends and public holidays.

• Put customer needs first and show empathy in every interaction.
• Take ownership and follow through on issues.
• Handle conflict and set clear expectations.
• Identify needs and provide the right solutions.
• Communicate clearly and concisely with customers and colleagues.
• Keep accurate and thorough case notes.
• Understand issues quickly and respond appropriately.
• Write clear, grammatically correct responses.
• Approach problems logically and use sound judgment.
• Make timely, effective decisions for the customer.
• Stay curious and open to learning.
• Work independently and stay solution‑focused.
• Prioritise tasks to manage workload effectively.

• Previous call centre customer service experience.
• Experience supporting customers across multiple channels (phone, chat, email, social).
• At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations.

• Competitive compensation packages, including base salary and annual bonuses.
• Work‑your‑way flexibility with remote‑friendly approach.
• Flexible schedule. Trust and accountability to support work‑life balance.
• Donation matching.
• Tuition assistance.
• Lifestyle benefit: annual benefit to spend on yourself.
• Travel perks.
• Employee assistance program.
• Health benefits with competitive premiums.
• Generous referral scheme.