Escalations Manager | Home Electrification at Smart Energy | Renewable Energy Jobs

Manage and resolve escalated complaints related to installations and hardware faults.

Ensure fair resolutions with minimal overhead.

Handle public reviews and implement de-escalation strategies without defaulting to compensation.

Train Customer Service and SEG teams on low-level resolution techniques.

Establish feedback loops to identify root causes and reduce formal complaints.

Collaborate with the Compliance Manager to deliver training on compliance risks, sales terminology, BNPL rules, and installation standards.

Assist in managing escalations and liaising with consumer/trade authorities.

Monitor warranty issues, SLAs, and identify compliance risks.

Support historical case reviews and cross-team coordination for resolution.

Maintain a weekly compensation and escalation database.

Report trends and insights to management to drive improvements in complaint reduction.

Support internal audits and risk assessments.

Help develop and maintain compliance policies and procedures.

Stay current with industry regulations and communicate updates to relevant teams.

Partner with internal departments to resolve issues effectively.

Provide feedback to management on recurring problems and suggest process improvements.

Escalations Manager | Home Electrification