Enquiries: 0800 3167566 | Support: 020 8545 8545
POLICIES AND PROCEDURES
ESCALATION PROCESS
If for any reason you cannot contact the Opus representative dealing with your issue please follow the escalation process below.
All escalations must follow the steps below. The telephone numbers provided forward to mobile phones, however, members of staff may not always be available to take your telephone call, so please do leave a voicemail and allow at least 60 minutes before calling the next escalation point of contact.
Urgent Escalations
All urgent escalations must be telephoned through. We are unable to accept escalations of a critical nature by email. Email escalations will be reviewed and answered with a non-urgent response.
LEVEL 1 - ESCALATION STEP 1
Should you need additional assistance beyond that which you’ve received or are unable to contact the representative working on your request, please contact the Customer Experience Team Leader:
Scott Murphy
Customer Experience Team Leader
Urgent - call
Call +44 20 7046 6021
Non urgent - email
Email [email protected]
LEVEL 2 - ESCALATION STEP 2
Should you need additional assistance beyond that which the Customer Experience Team Leader was able to provide or you’re unable to reach the Customer Experience Team Leader, please select the contact most relevant to your escalation.
CUSTOMER EXPERIENCE
TECHNICAL
SERVICES
PROJECT ENGINEERING
PROJECT MANAGEMENT
Georgina McKenna
Head of Service Delivery Escalations relating to customer experience, service management, account management or formal complaints that require further support.
- +44 20 7269 0202
Mark Balzaretti
Head of Technical Services Escalations relating to business-critical incidents, major changes or urgent technical issues that require further support.
- +44 20 7046 6022
Nick Ruthen
Head of Design & Implementation Escalations relating to solution design, project engineering or implementation activities that require further support.
- +44 20 7269 0203
Claire Mellett
Head of PMO & Bid Management Escalations relating to project management, provisioning coordination, or delivery that require further support.
- +44 20 7269 0204
LEVEL 3 - ESCALATION STEP 3
Should you need additional assistance beyond that which the Level 2 escalation contacts were able to provide or you are unable to reach the Level 2 escalation contacts, please contact the Director of Technology & Strategic Transformation:
Stephen Brown
Director of Technology & Strategic Transformation
Urgent - call
Call +44 20 7046 6023
Non urgent - email
Email [email protected]
LEVEL 4 - ESCALATION STEP 4
Should you need additional assistance beyond that which the Director of Technology & Strategic Transformation was able to provide or you are unable to reach the Service Delivery Director, please contact the Chief Operations Officer:
Chris Terry
Chief Operations Officer
Urgent - call
Call +44 20 7046 6024
Non urgent - email
Email [email protected]
LEVEL 5 - ESCALATION STEP 5
Should you need additional assistance beyond that which the Chief Operations Officer was able to provide or you are unable to reach the Chief Operations Officer, please contact the Chief Executive Officer:
Michael O'Donnell
Chief Executive Officer
Urgent - call
Call +44 20 7046 6025
Non urgent - email
Email [email protected]
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
2nd Floor
63 Saint Mary Axe
London
EC3A 8AA
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL