- Do you have experience in a customer service environment, complaints management and insurance claims admin?
- Are you clear and confident on the telephone?
- Are you a team player with strong interpersonal skills?
- Do you have proven knowledge and experience in Microsoft Word & Excel?
- 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
- 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 friend – get rewarded for introducing people to us!
- 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
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 Developer services - our developer services team connects water and wastewater services, installs lateral drains, and enables new developments access to vital water and wastewater services.
Want to be a part of it?
What will you be doing?
As the Escalations and Complaints Case Handler, you'll be ensuring that all customers involved in the Metering project are dealt with in an effective, accurate and timely manner. You'll 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.
We'll need you 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'll prioritise & manage your own workload to ensure successful resolution of issues within the timescales of the Service Level Agreement.
You'll 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.
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;
In addition, this role offers;
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 are 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.
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.
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