Escalations & Complaints Case Handler

1 week ago

Slough, United Kingdom M Group Services Full time

**About Us**

Here at Morrison Water Services, our mission is to be the leading service provider in the Water and Waste Water Infrastructure sectors in the UK. We are known for our commitment to integrity and safety, with a culture that values the well-being and diversity of our people. Our aim is to invest in our workforce through our training academy and implement initiatives that prioritise health and well-being to support our business growth plans.

**About the role**

Morrison Water Services are currently looking to recruit an Escalations and Complaints Case Handler to work on our Thames Water Metering contract.

As an Escalations and Complaints Case Handler, you will be ensuring that all customers involved in the Metering project are dealt with in an effective, accurate and timely manner. You will provide support to the Customer Experience Team in the daily functions of the department; ensuring that all tasks are completed; handling inbound and outbound calls, owning complaints through to resolution and other duties where required.

You will also be required to maintain ownership of any customer issue 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.

You will prioritise & manage your own workload to ensure successful resolution of issues within the timescales of the Service Level Agreement.

You will be required to identify and escalate priority issues to the Customer Experience Manager/Team Leader. You will need to commit to building and maintaining good working relationship with other teams, such as Planning, Scheduling, Call Centre, Field Teams.

**The Key Requirements**

Do you have experience in a customer service environment?

Are you clear and confident on the telephone?

Do you have experience in complaint management?

Do you have experience in insurance claims administration?

Are you a team player with strong interpersonal skills?

Do you have proven IT skills particularly MS Word, MS Excel?

**As a valued employee of the M Group Services Water Division, you’ll been entitled to**:

- Hybrid working - 2 days per week in the office
- Contributory Pension Scheme
- Overtime
- Access to our Employee Assistance Programme
- Opportunities to progress in a successful company
- The ability to partake in Payroll giving
- 25 days' annual leave plus 8 days' bank holiday
- Enhanced Maternity & Paternity policy

**Our Vision**

At Morrison Water Services, we're proud of our positive culture and commitment to safety. We believe in delivering a high performing, sustainable workforce that supports our clients effectively. People stay with our business because of the opportunities for growth and development, our inclusive culture, and our dedication to providing a safe and supportive work environment.

This is an opportunity for individuals who are looking to join an organisation that values integrity, safety, and diversity. For this role, we are seeking individuals who are committed to supporting our long-term goals and who embrace change and promote diversity. We believe that listening to our people, providing feedback, and keeping them informed about the direction of the business is essential to our continued success.

***

**The Next Step...**

mws

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