Escalation Care Advisor
Escalation Care Advisor
This year, we proudly celebrate 100 years of Hammonds- a century of helping people create homes that feel beautifully organised and thoughtfully designed. From bedrooms and living spaces to home offices, we design and craft fitted furniture that transforms everyday rooms into well-ordered spaces. Our purpose remains simple: we create a well-ordered home, so our customers can live their lives better.
Proudly a family business with over 20 showrooms nationwide, we manufacture our bespoke furniture in Leicestershire, combining exciting design, innovative storage solutions and well-made craftsmanship, before bringing each design to life with care and precision. Driven by passionate people and a clear ambition to be the UK's leading fitted furniture specialists, we step into our second century building on our heritage- doing things properly, with intention and pride, The Hammonds Way
We are seeking a dedicated Escalation Care Advisor to provide a specialist escalation route for customers whose initial remedial has not been successful. At this state, customers may have experienced multiple service failures, making empathetic, proactive, and solution-focused support essential to rebuilding trust and confidence.
In this role, you will take ownership of the customer relationship at a critical point where trust is fragile. You will handle escalated issues with urgency, professionalism, and care, carefully diagnosing problems and ensuring clear, workable solutions are agreed, actioned, and communicated throughout the process.
Working closely with the Customer Resolution Manager and wider colleagues, you will ensure complex cases are effectively managed and given every opportunity to reach a positive outcome. As the first point of contact for these customers, you will consistently deliver high levels of empathy, clarify, and reassurance, while maintaining accuracy, accountability, and strong case management standards throughout.
What you'll be doing:
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Take full ownership of escalated customer cases where initial resolutions have been unsuccessful, driving them through to a satisfactory outcome.
- Serve as the primary contact for incoming queries relating to complex or escalated issues, delivering professional, empathetic support at all times.
- Proactively contact customers within 24 hours of a failed resolution, offering reassurance and clearly outlining next steps.
- Thoroughly assess and diagnose issues, collaborating with the Customer Resolution Manager and colleagues to implement effective solutions.
- Monitor and follow up on outstanding cases to ensure timely progress, clear actions, and consistent customer updated.
- Maintain regular, proactive communication with customers, keeping them informed throughout each stage of the resolution process.
- Accurately record and report failure reasons to support effective analysis, reporting, and continuous business improvement.
- Support ongoing process enhancements and contribute to the wider live-installation and escalation team as needed.
What you will bring:
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Proven experience in customer service or case management, ideally including complaint handling or escalation scenarios.
- Strong empathy and active listening skills, with the ability to reassure customers and rebuild trust in challenging situations.
- Confidence in managing sensitive or escalated cases with professionalism, discretion, and care.
- High organised and detail-oriented, with the ability to diagnose issues, coordinate actions, and maintain accurate care records.
- Dependable and consistent in delivering on commitments, setting a high standard when handling complex cases.
- A collaborative, solutions-focused approach, working effectively with Customer Resolutions Managers and colleagues to achieve the best outcomes.
- Resilient and composed under pressure, able to navigate difficult or emotional conversations with confidence.
- A genuine commitment to delivering excellent customer experience and embodying our values: Be Real, Be Creative, Be Committed.
Your working hours / pattern will be:
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Monday to Friday
- Working hours: 09:00am-17:00pm
- Total weekly working hours: 37.5
- Full time office-based role
As a family business we will provide:
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Competitive salary - £30,000
- 25 days of annual leave (pro rata)
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Additional annual leave purchase scheme.
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Contributory pension scheme.
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Access to discounts through Perkbox.
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Generous staff discount scheme.
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A supportive and creative team environment where your contributions make an impact.
Join us today as an Escalation Care Advisor. With strong empathy, excellent organisation, and a proactive approach to resolving complex customer issues with care and professionalism, you'll thrive in a supportive environment designed to help you succeed and grow.
#You’reBetterOffAtHammonds