Support Ticket & Case Escalation Consultant

rpc – The Retail Performance Company ist das Beratungsunternehmen für den gesamten Weg zu einer kundenorientierten Transformation: von der kundenzentrischen Strategie, über Customer Experience Design, Data Analytics bis hin zu People Empowerment und Performance Management. Wir haben es uns zur Aufgabe gemacht, unsere Kund*innen durch ganzheitliche Lösungen von der Strategie bis zur Implementierung aus einer Hand zu unterstützen. Unser Fokus liegt auf der Schaffung inspirierender Kundenerlebnisse für eine nachhaltige und wertschöpfende Beziehung zwischen Marken und Endkund*innen.  

rpc wurde 2013 als Joint Venture der BMW Group und H&Z Unternehmensberatung AG gegründet und ist mit über 450 Mitarbeiter*innen in zwölf Ländern vertreten.

You will play a key role in enabling our clients to reduce support demand, resolve issues faster, and build more resilient support processes across their network.

This role combines operational excellence with advisory capability leveraging data, retail insight, and stakeholder collaboration to enhance service performance, resolve systemic issues, and reduce support demand across the network.

Key Responsibilities

• Oversee and optimise the management of support tickets within UK local queues, with a focus on Business and Financial Services within a retail network.
• Ensure full visibility and ownership of ticket pipelines, including cross-functional dependencies, to drive timely and effective resolution.
• Apply a structured, performance-driven approach to prioritisation and workload management, aligned to client SLAs and business objectives.
• Own the end-to-end escalation process, ensuring high-priority issues impacting retailer performance are resolved swiftly and effectively.
• Act as a key interface between retailers, central support teams, and client stakeholders—facilitating clear communication and alignment.
• Proactively identify escalation patterns and advise on preventative measures to minimise future disruption.
• Strengthen collaboration across the support ecosystem to improve responsiveness and accountability.
• Analyse support ticket data to uncover trends, recurring issues, and performance gaps across the retail network.
• Translate insights into clear, actionable recommendations that support both operational and strategic decision-making.
• Contribute to the development of guidance, training materials, and process enhancements to improve retailer capability and reduce ticket volumes.
• Support wider performance initiatives aligning with European targets and driving measurable impact in the UK market.

• Experience in a consulting, advisory, or performance improvement role, ideally within automotive and customer support environments
• Strong understanding of retail network operations and the challenges faced by frontline teams
• Excellent stakeholder management skills, with the ability to influence both clients and internal teams
• Analytical mindset with the ability to convert data into meaningful business insights
• Structured problem-solving approach with a focus on delivering measurable outcomes
• Strong communication and presentation skills, with a client-centric mindset

Alexandria Oguns