ABOUT MJ QUINN

MJ Quinn Integrated Services Ltd is a UK-based company specialising in delivering end-to-end infrastructure services across multiple industries, including telecommunications, utilities, and mechanical and electrical engineering. Established with a commitment to quality and innovation, MJ Quinn provides tailored solutions that integrate design, installation, maintenance, and project management. The company partners with leading organisations to execute complex projects, leveraging cutting-edge technology and a skilled workforce to ensure efficient and reliable service delivery. MJ Quinn’s customer-focused approach and dedication to sustainability have solidified its reputation as a trusted provider in the infrastructure services sector.

DEPARTMENT OVERVIEW

The Customer Service department is committed to delivering exceptional support to our customers by managing complaints and efficiently processing claims. Through proactive engagement and a customer-centric approach, we strive to uphold the company’s reputation for excellence and reliability while enhancing customer satisfaction scores.

JOB OBJECTIVE

The Customer Service Escalations Handler will lead and support a team of Customer Service Advisors within a telecommunications business specialising in broadband installation and service delivery. The role is responsible for ensuring an excellent customer experience, managing high‑level and complex complaints, and driving early intervention to resolve issues before they escalate.

This role requires a highly experienced customer service professional with a strong understanding of the telecom’s customer journey, including broadband installs, delays, faults, and engineer-related issues. The Team Leader will be expected to be proactive, solutions‑focused, and innovative, continually looking for better ways to improve service, processes, and customer outcomes.

KEY ROLES AND RESPONSIBILITIES

• Handle complex customer enquiries and complaints, ensuring timely and effective resolution.
• Take ownership of escalated cases, working closely with internal teams (engineering, planning, service delivery, HR, finance) to reach a satisfactory outcome.
• Communicate clearly and professionally with customers across multiple channels (phone, email, written correspondence).
• Ensure all interactions are documented accurately and meet GDPR compliance requirements.
• Team Support & Leadership
• Provide day‑to‑day guidance, coaching, and support to Customer Service Advisors.
• Act as a first point of escalation for junior team members.
• Support with training of new starters and ongoing development of the existing team.
• Help maintain a positive, customer‑focused culture.
• Service Quality & Performance
• Monitor service levels and contribute to continuous improvement activities.
• Identify trends in customer issues and communicate insights to management.
• Support the Customer Service Manager in achieving KPIs such as response times, complaint resolution rates, and customer satisfaction targets.
• Ensure compliance with industry standards, internal policies, and health & safety requirements.
• Operational Support
• Liaise with field engineering teams to coordinate updates and progress on service issues.
• Manage customer expectations regarding appointments, faults, delays, or escalations.

• Support with quality assurance checks, ensuring accuracy in customer communication and case handling.
• Assist in producing reports and MI linked to customer service performance

PERSON SPECIFICAITON

• Proven experience in customer service, preferably in telecommunications, utilities, or another technical service industry.
• Strong communication skills, both written and verbal.
• Ability to manage challenging or sensitive conversations professionally.
• Experience handling escalations or complex cases.
• High level of accuracy and attention to detail.
• Ability to work in a fast-paced, high-volume environment.
• Strong problem‑solving skills and a proactive approach.
• Good IT skills, including CRM systems and Microsoft Office.
• Desirable
• Prior experience assisting or mentoring others within a customer service team.
• Knowledge of telecoms infrastructure (e.g., FTTP, copper, broadband faults) is an advantage.
• Understanding of GDPR, data protection principles, and customer confidentiality.
• Experience working with field-based engineering operations.
• Stakeholder Management experience required
• Behaviours & Attributes
• Customer‑focused with a passion for delivering excellent service.
• Calm under pressure and able to de‑escalate difficult situations.
• Professional, confident, and approachable.
• Strong organisational and time‑management skills.
• Team player with a willingness to “go the extra mile.”
• Positive attitude and commitment to continuous improvement.

TERMS AND CONDITIONS

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.