CenturyLink Senior Customer Care Manager - Escalation in Basingstoke, United Kingdom

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

Acts as the single point of high level escalation contact and provides highly skilled support for multiple customer accounts which typically have a small to medium revenue scope or have less complex to moderate product needs. Proactively manages the customer service needs to ensure the highest levels of customer satisfaction and that their expectations are met and surpassed.

Coordinates the research and resolution with regards to exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Such interaction is initiated by customers through phone, email and/or portal communications. Takes ownership of the request to ensure complete and accurate resolution.

Job Description

Highly experienced individual working across all verticals

Looks to understand trends and root cause to ensure greater efficiency going forward

Exceptional communication skills

Demonstrates Initiative

Customer Centric

Dedicated support at any element of delivery lifecycle

Ability to engage across all departments, including peer to peer and horizontal engagement

Sponsors during support for resolving issue/problem

Ascertains business impact based on the information provided

Ensures all resources (internally/externally) are engaged/managed during support period

Works to resolve the issue

Plans, directs and coordinates activities to ensure the project goals and objectives remain on track, and escalates where necessary

Owns the problem and the action plan to resolve

Vendor Engagement

Proactively analyse vendor escalations to provide feedback to offnet for vendor reviews.

Executive Level engagement across organization

Overall ownership and responsibility of escalation/issue

Engages at all levels of customer hierarchy if required, including face to face meetings/calls

Ability to effectively manage multiple high level escalations with efficiency and accuracy

Problem Solving ability

Provides next layer of support for Customer Care Department across multiple initiatives


Customer service experience in the telecommunications industry is helpful.

Must have project management experience in planning and organising data from various sources into concise, relevant information.

Keen attention to detail.

Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction.

Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations.

Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment.

Ability to work effectively in diverse groups.

Demonstrated ability to direct the work of other functional organisations.

Demonstrated ability to influence and collaborate across organisational boundaries.

Good interpersonal, verbal and written communication skills.

Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint.

Must work effectively under pressure; organising multiple tasks and projects in an ever changing environment.

Develop documentation to be reported to all levels of management and customers.

Effective problem solving and troubleshooting skills.


Associates or Equivalent

Alternate Location: UK-Basingstoke-Redwood; UK-Scotland-Glasgow

Requisition #: 187108

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/