Escalation Manager

📍Hybrid

Does this sound like you?

You have handled complaints or service issues from first contact through to resolution, and you like knowing every case is logged, tracked and closed properly. You write clearly and with empathy, and you can read someone else's draft and tell straight away whether it answers every point. You keep your trackers tidy and your deadlines in view, and you know when a case needs clinical, operational or senior eyes on it. When it does, you pick up the phone and say so, whoever is on the other end.

What you’ll be doing (in a nutshell):

As Escalation Manager in our Clinical Service Delivery team, you'll own the complaints and service issue process across our EAP and clinical services. You'll report to the Clinical Director and work closely with the Head of EAP Operations, sitting where clinical and operational accountability meet. You'll make sure every complaint is investigated thoroughly, answered well and learned from.

Day-to-day you can expect to:

• Log, categorise and track every complaint and service issue by type, service area, severity and risk
• Send complaints to our EAP provider with everything needed for a proper investigation, and chase responses before they cause delays
• Review investigation findings and draft responses, checking accuracy, tone and empathy, and challenging anything that falls short
• Monitor cases against contractual and internal KPI timescales, and escalate anything at risk of breach before it happens
• Escalate clinical safety, safeguarding, data protection and significant contractual or reputational concerns on the same working day
• Take operational issues to the Head of EAP Operations, and keep the Clinical Director informed where there is clinical relevance
• Send the Clinical Director a weekly summary covering open and closed cases, themes, KPI performance and emerging risks
• Spot patterns and recurring issues, track corrective actions to completion, and help shape the procedures, templates and reporting behind the process
• Handle personal and special category health data securely, using approved systems and in line with UK GDPR and the Data Protection Act 2018

To be successful, you'll have:

• Experience handling complaints or service issues end to end, including drafting responses, reviewing third-party investigations and keeping an accurate case record
• Clear, empathetic written communication, including quality-assuring correspondence written by others
• A structured approach to managing multiple cases against competing deadlines
• The ability to spot themes, trends and risks across complaints data and raise them with the right people
• Sound judgement on escalation, and the confidence to act on it
• The confidence to push back on poor-quality responses with stakeholders at any level
• A working knowledge of confidentiality, data protection and UK GDPR, or a willingness to build it quickly through training
• Competence with Word, Excel and Outlook

Bonus points if you bring:

• Experience in an EAP, healthcare, mental health, occupational health or another regulated service
• Experience handling complaints involving special category personal data
• Experience working with subcontractors or third-party providers, including challenging their outputs
• Experience supporting governance processes or preparing reports for senior stakeholders
• Familiarity with SharePoint or case management systems

Why Perkbox?

Perkbox is the employee experience platform built to care for, connect with, and celebrate employees in all areas of life.

With more than 20 years of experience across public, private, SME and corporate sectors, we support nearly 4 million employees across 7,500 organisations in the UK and Australia. From the NHS to leading private sector businesses, our platform brings together benefits, wellbeing, and recognition in one place people actually use.

From access to expert mental health services to help with the cost of everyday essentials, our range of benefits and wellbeing tools meets people where they are, at work and beyond.

We're redefining what employee benefits can be. And we're just getting started.

The Interview Process

Our interview process involves 4 main stages:

• Application
• Short call with a member of the TA team
• 30-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on [email protected]

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!