At ITS, we’re building the UK’s best full-fibre networks and making sure businesses across the country can connect, grow and thrive through gigabit-capable connectivity. Technology is moving fast, and so are we. If you enjoy solving problems, keeping customers happy, and being the calm voice when things get tricky, this could be your kind of role.
The opportunity
We’re looking for an Escalations Coordinator to join our Customer Service team based around Daresbury. You’ll be stepping into a well-established team that plays a critical part in customer experience across ITS.
You’ll be the person who takes ownership when something isn’t going to plan managing escalated issues, keeping customers and partners informed, and working closely with teams across ITS to get things resolved quickly and professionally. Customer service is the number one priority here, with a real focus on communication, follow-through and accountability.
Responsibilities
This role is fast-paced and varied. Most escalations come in via email, and you’ll manage your own daily workload, making sure customers get timely, high-quality updates and issues don’t escalate further.
As an Escalations Coordinator you will be:
Owning incoming customer and partner escalations from start to finish
Coordinating with internal teams, partners and third-party contractors to resolve issues
Responding within SLAs and keeping communication clear and professional throughout
Handling a mix of issues from partner update requests and on-site damage, to customer complaints and service queries
Keeping accurate records and tracking progress, while juggling multiple cases at once
Spotting recurring issues and feeding back ideas to help improve how we do things
Success in the first 6–12 months looks like confidently managing the day-to-day volume, hitting SLAs consistently, keeping customers satisfied, and resolving escalations without needing to pass them up to management.
About you
You’re organised, calm under pressure and naturally customer-focused. You’re comfortable dealing with technical topics, confident in written communication, and able to manage challenging conversations with professionalism and empathy.
You’ll likely bring:
Telecoms industry experience (ideally around 5 years)
A strong background in customer service or service delivery
Excellent written and verbal communication skills
The ability to manage multiple escalations at once without losing attention to detail
A solutions-focused mindset and a real sense of ownership
Experience with CRM tools like Salesforce, ticketing systems, or interpreting CAD drawings is a bonus, but not essential.
Why ITS?
You’ll be joining a knowledgeable, supportive team at an exciting time for both the business and the wider telecoms industry. We offer hybrid working, a collaborative culture and the chance to build a long-term career in a role that genuinely makes a difference to customers every day.
