Escalation Resolution Associate
Hybrid · Oxford, England, United Kingdom
Job Summary
Escalation Resolution Associate at Tripadvisor working in a hybrid Oxford role, supporting customers via phone, chat, and email. You will handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, and provide basic technical guidance. The role involves reviewing customer accounts, interpreting policies, resolving issues efficiently, and partnering with the Team Manager on projects to improve processes and overall service delivery. You will identify opportunities to mitigate recurring issues by raising escalation forms for various issues, and contribute to a fast-paced, service-oriented environment with potential weekend and public-holiday shifts. The position requires initiative, solution-focused thinking, and strong written English skills, with the ability to work both from the Oxford office three times per week and remotely for other shifts.
Required Qualifications
- Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi)
- At least 6 months’ experience in customer service (office or call centre)
- Quiet home working environment with direct Ethernet connection
- Strong written and spoken English
- Confident typing, phone, and computer navigation skills
- Ability to work in a high-pressure environment while maintaining quality
- Flexibility to work across shifts, including weekends and public holidays
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