We're seeking an experienced and confident Senior Case Manager to join a high-performing team supporting a global luxury brand. In this dynamic role, you'll handle escalated cases and customer calls, provide support during colleague absences, and serve as the bridge between Case Managers and Team Leaders.

About the Role

This is a hands-on, senior-level customer service role focused on resolving complex issues and improving Customer Satisfaction Index (CSI) results. You'll manage high-level escalations, mentor case managers, and support process improvement while ensuring every customer interaction reflects premium service standards.

Key Responsibilities:

Escalations & Customer Resolution

• Take ownership of escalated cases and manage high-level customer concerns
• Respond to and resolve escalated calls with professionalism and care
• Maintain and update escalation tracking sheets and case notes

Team & Floor Support

• Provide case coverage and QA support when Case Managers are absent
• Offer guidance and coaching to the CRC team on tone, messaging, and resolution standards
• Help identify training needs and assist in onboarding support

Escalation Specialist Assistance

• Present escalation cases in leadership meetings
• Support the buyback process, ensuring compliance with tracking and documentation requirements

General Duties

• Participate in special projects and reporting
• Ensure adherence to quality, productivity, and service level expectations
• Support continuous improvement initiatives across the department

About You

• 35 years' experience in a contact centre or high-end customer service environment
• Strong communication, problem-solving, and conflict resolution skills
• Proven ability to manage high-pressure interactions with professionalism
• Tech-savvy with experience across MS Office, CRM systems, and digital channels
• Background in automotive or luxury sectors (desirable)
• High level of emotional intelligence, trust, and attention to detail

What's on Offer

• Work with a global brand that values excellence
• Hybrid/flexible working model
• Monday to Friday schedule no weekends
• Comprehensive training and development
• On-site parking, gym, and public transport access
• A supportive, collaborative team culture

If you're a natural leader in customer service and thrive on resolving complex issues, this is your opportunity to step up and make a real impact.

Apply now and help shape a premium customer experience every day.