Senior Escalations Coordinator

About The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. Where will you be working? We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. Were problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our Demand management and network infrastructure team.We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers. Want to be a part of it? What will you be doing?Were seeking a dynamic leader to manage high-profile complaints and escalations, ensuring exceptional customer service.Youll be a subject matter expert in Developer Services and Metering, delivering coaching, quality analysis, and training.Key responsibilities include performance management, reporting, and driving improvements through feedback and trend analysis.Youll collaborate across teams to reduce complaints, enhance customer experience, and celebrate success.Strong understanding of CMEx/DMEx is essential. This role also involves supporting case handling, delivering departmental training, and contributing to strategic projects. Join us in shaping service excellence. What youll bring Do you have extensive experience of complaint handling? Have you got proven knowledge of customer service principles and practices? Do you have experience of people management & leadership? Do you have the ability to analyse root cause of failures and prevent reoccurrences? Are you highly proficient in using MS Excel, with the ability to build and manipulate reports,MS Word, PowerPoint and Outlook? Have you got proven experience using Salesforce based work management systems? Do you have the ability to build rapport over the phone and in person to recover service failures? Are you experienced in a contractor/client relationship?Whats in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include;Matched or contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognition scheme In addition, this role offers;Company car and fuel card with a range of EV and hybrid vehicles to choose from My Car Choice our salary sacrifice EV/ Hybrid car scheme Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friendget rewarded for introducing people to us About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.Wereresponsibleand go further for our people, clients, communities and the planet Wereopenand seek new and better ways of exceeding expectations Weretogetherand as one team; the whole is greater than the sum of the parts Wereambitiousand embrace opportunity, to lead essential infrastructure services for life Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Its an exceptional time to be a part of M Group. Please note:Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. #MGroupW INDREG TPBN1_UKTJ