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Escalations and Complaints Resolution Specialist

2 months ago


Slough, Slough, United Kingdom M Group Services Full time
About the Role

M Group Services is seeking a highly skilled Escalations and Complaints Case Handler to join our team. As a key member of our Customer Experience Team, you will be responsible for ensuring that all customers involved in our Metering project are dealt with in an effective, accurate, and timely manner.

Key Responsibilities
  • Provide support to the Customer Experience Team in the daily functions of the department, ensuring that all tasks are completed, and handling inbound and outbound calls.
  • Own complaints through to resolution, ensuring the system is kept updated with quality notes.
  • Accurately capture data from calls to support the management team in the production of reports.
  • Prioritize and manage your own workload to ensure successful resolution of issues within the timescales of the Service Level Agreement.
  • Identify and escalate priority issues to the Customer Experience Manager/Team Leader.
  • Build and maintain good working relationships with other teams, such as Planning, Scheduling, Call Centre, and Field Teams.
Requirements
  • Experience in a customer service environment.
  • Clear and confident communication skills, particularly on the telephone.
  • Experience in complaint management.
  • Experience in insurance claims administration.
  • Strong interpersonal skills and ability to work as a team player.
  • Proven IT skills, particularly in MS Word and MS Excel.
About M Group Services

M Group Services delivers a range of essential infrastructure services within the water, energy, transport, and telecommunications sectors in the UK and Ireland. We have built and maintained relationships with our clients over a number of years and have a strong culture that continuously focuses on safety, operational delivery, efficiency, and customer service.

We are committed to profitable growth both organically and through acquisitions. M Group Services, a trusted employer to over 10,000 skilled specialists working from 240 locations, operates a divisional structure aligned with its end markets.

We recognize and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.