Escalation Manager

About the role

The Escalation Manager will own the end‑to‑end complaints and service issue process for Perkbox’s Clinical Service Delivery team, ensuring each case is investigated, resolved empathetically and turned into actionable insights. Reporting to the Clinical Director, the role sits at the intersection of clinical and operational accountability.

Key responsibilities

• Log, categorise and track every complaint by type, service area, severity and risk.
• Send complaints to the EAP provider with full documentation, chase responses and monitor timelines.
• Review investigation findings, draft and quality‑assure responses for accuracy, tone and empathy.
• Monitor cases against contractual and internal KPI timescales, escalating any at risk of breach.
• Escalate clinical safety, safeguarding, data protection and significant contractual concerns on the same working day.
• Provide weekly summaries to the Clinical Director covering open/closed cases, themes, KPI performance and emerging risks.
• Identify patterns, track corrective actions to completion and help shape procedures, templates and reporting.

Required profile

• Experience handling complaints or service issues end to end, including drafting responses and reviewing third‑party investigations.
• Clear, empathetic written communication and ability to quality‑assure others’ correspondence.
• Structured approach to managing multiple cases against competing deadlines.
• Ability to spot themes, trends and risks across complaints data and raise them appropriately.
• Sound judgement on escalation and confidence to act decisively.
• Working knowledge of confidentiality, data protection and UK GDPR, or willingness to learn quickly.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• SharePoint (or similar case management systems)