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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:
Elizabeth Cooper
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 contact:
Georgina McKenna
Head of Service Delivery
or Mark Balzaretti
Head of Technical Services
Urgent - call
Call +44 20 7046 6022
Non urgent - email
LEVEL 3 - ESCALATION STEP 3
Should you need additional assistance beyond that which the Head of Service Delivery/Head of Technical Services was able to provide or you are unable to reach the Head of Service Delivery/Head of Technical Services, please contact:
Stephen Brown
Service Delivery Director
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 Service Delivery Director was able to provide or you are unable to reach the Service Delivery Director, please contact:
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:
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
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL