What is an "Escalations Executive"?

Status
Not open for further replies.

Harlesden

Member
Joined
23 Jun 2010
Messages
968
Location
LONDON NW10
East Midlands Trains has one because I just received an e-mail from him. Just never heard the term before.
 
Sponsor Post - registered members do not see these adverts; click here to register, or click here to log in
R

RailUK Forums

Xenophon PCDGS

Veteran Member
Joined
17 Apr 2011
Messages
27,397
Location
A semi-rural part of north-west England
Over the years, in a number of industries, when I had a complaint that was not being handled to my satisfaction, I was usually notified that the matter was being "escalated to a higher level" in order for the matter to proceed.

I wonder if this is a similar situation to which you describe and a title given to some person handling such an onward internal referral.
 

Harlesden

Member
Joined
23 Jun 2010
Messages
968
Location
LONDON NW10
Thank you, Veteran Member. Very clear answer. I wasn't getting anywhere with EMT customer relations so I found Jake's (big boss) e-mail and fired one off to him.
 

aformeruser

Veteran Member
Joined
23 Jan 2009
Messages
30,636
I wouldn't be surprised if Escalations Executive reports to an Escalations Manager.
 

90019

Established Member
Joined
29 May 2008
Messages
6,693
Location
Edinburgh
Maybe it's a grandiose title for the bloke that fixes the escalators.
 

Doctor Fegg

Member
Joined
9 Nov 2010
Messages
1,040
Thank you, Veteran Member. Very clear answer. I wasn't getting anywhere with EMT customer relations so I found Jake's (big boss) e-mail and fired one off to him.

Ah, yes, that explains it. The escalations executive is someone in the customer services department who thinks of a better reply to your letter after the initial one wasn't very good. It comes from the French phrase l'esprit de l'escalier.

(yes I know)
 

Greenback

Emeritus Moderator
Joined
9 Aug 2009
Messages
15,268
Location
Llanelli
I think I was an Escalations Executive in my time on the railway. I just called myself a Team leader, though. No such fancy names in those days, Team Leader was considered fancy enough :)
 

Welly

Member
Joined
15 Nov 2013
Messages
318
I found a photo of that chap online. ;)
 

Attachments

  • well-that-escalated-jmg8n6.jpg
    well-that-escalated-jmg8n6.jpg
    37.7 KB · Views: 88

PHILIPE

Veteran Member
Joined
14 Nov 2011
Messages
12,931
Location
Caerphilly
Like the NHS and Councils who seem to employ staff to come up with silly titles instead of keeping with those we know.
 

ian1944

Member
Joined
13 Dec 2012
Messages
322
Location
North Berwick
Don't forget the Escalation Standards Commission and the Escalation Regulation Authority. If John Major was still PM we'd have an Escalation hotline.
 

Agent_c

Member
Joined
22 Jan 2015
Messages
933
I speak only for myself, and no company I have been, may be, or might one day be affiliated with.

Escalations executive sounds like it's a member of the "high level complaints" team. Typically to get to so a HLC team you have to have your issue dealt with by a CSR and their manager, as well as any in-call-centre complaints team and clearly not reach an agreed outcome. This tends to be easier in industries with a strong regulator - like finance - which tells companies how quick they have to deal with complaints, and charges the company a lot just to open a letter from you (justified complaint or not)

The short cut is to complain to the CEO or some board level executive. That goes straight to HLC in most cases.
 

rdeez

Member
Joined
7 Apr 2013
Messages
354
I once had issues with Amazon's customer service in that something that was being repeatedly promised to me by multiple Customer Service Reps was not happening.

I decided to take a punt at the very top and emailed Jeff Bezos, the CEO. Shortly afterwards I got an email from a 'Customer Relations Executive (Escalations)' whom Mr.Bezos had apparently asked to respond to me on his behalf :lol:
 

merry

Member
Joined
19 Oct 2011
Messages
35
Are they not normally employed on London Underground? ...............

:o

On LUL it would be a CVTS: Continuous Vertical Transportation Supervisor.
(Like the big lifts are PMVT: Primary Means of Vertical Transportation ). And their boss has to be the VTM...vertical transportation manager?


And on the Eiffel Tower has it to be CDA (chef des ascenseurs), or elsewhere CER (chef des escaliers roulante)?

Ok, I'll get my coat...
 

krus_aragon

Established Member
Joined
10 Jun 2009
Messages
5,532
Location
North Wales
On LUL it would be a CVTS: Continuous Vertical Transportation Supervisor.
(Like the big lifts are PMVT: Primary Means of Vertical Transportation ). And their boss has to be the VTM...vertical transportation manager?

And the Cambrian would have an Escalating Roadway Transporter Machine Supervisor, if only any stations there had a escalator...
 

63a

Member
Joined
27 Dec 2012
Messages
13
What is an "Escalations Executive"?

A department employing a person who always reaches 20,000 feet when something goes wrong?
 

Busaholic

Established Member
Joined
7 Jun 2014
Messages
10,069
I can see an imminent role for an Escalations Development Officer, to co-ordinate and facilitate all the Escalations Executives. Salary £45K plus bonus, company car, privileged rail fares and subsidised housing. In fact, I think I'll apply for it right now!

P.S. I once had a job with a remarkably similar title and role, so I didn't have to think too far out of the box.
 
Last edited:
Status
Not open for further replies.

Top