Escalation Case Handler

Right across infrastructure, there's a requirement to not only maintain, but also renew and reimagine. Whatever stage you're at in your career, with us you'll 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. We're 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?
You'll manage case complaints, high-profile escalations, and claims.

We'll need you to proficiently respond to customer queries both via telephone and on email and have clear communication internally to ensure that the case is managed swiftly and to the highest level of service recovery.

You'll take & make inbound and outbound engineer and customer calls along with proactively manage inboxes.

You'll actively fault tasks on behalf of our clients (leaks, no water etc).

What You'll Bring

• Do you have experience of complaint handling?
• Have you got knowledge of customer service principles and practices?
• Do you have strong experience in a customer service environment?
• Do you have effective customer service and communication skills?
• Are you someone who has the ability to build rapport over the phone and in person?
• Are you experienced in a contractor/client relationship?
• Do you have the ability to work effectively under pressure?
• Have you got great attention to detail and the ability to deliver accurate information?
• Are you passionate about customers and ability to turn around their experiences where failures occur?

What's 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 1000's 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;

• Discretionary bonus scheme
• 25 days annual leave plus bank holidays
• Recommend a friend - get 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. We're 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.

• We're responsible and go further for our people, clients, communities and the planet
• We're open and seek new and better ways of exceeding expectations
• We're together and as one team; the whole is greater than the sum of the parts
• We're ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you're a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It's 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.