Escalations & Complaints Case Handler

About The Role

D elivering what we promise

M orrison Water Services  part of the M Group Services Water Division are the leading service provider in the water and wastewater infrastructure sectors in the UK. As a division, we employ circa 3000 people across the UK and we are looking for aspiring people like you, who are keen to bu ild their career within the Water Industry.

Our people provide essential infrastructure services through long-term framework agreements to the water and wastewater sectors in the UK and Ireland. Our Water Division provides a broad range of technical capabilities to our clients ranging from asset condition assessment to design, build, commissioning and completion . With a 2.1billion order book and turnover at 450 million, we are market leaders in our field. Joining us gives you the scope and ability to work for an organisation who are not only invested in your career, but your future too. Sound interesting?

Being a part of Morrison Water Services, you’ll be joining a value-based business, we pride ourselves on living our values while we work!

Safety : putting health, wellbeing and safety of people first

People : engaging and empowering everyone to deliver and grow

Delivery : helping deliver our clients business needs

Integrity : behaving respectfully and in a sustainable manner to the individual, our communities and the environment, maintaining accountability and honesty in the way we work

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 m aintain ownership of any customer issue through to resolution, ensuring the system is kept updated with quality notes. A ccurately 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 i dentify and escalate priority issues to the Customer Experience Manager/Team Leader. You will need to commit to builiding and maintaining good working relationship with other teams, such as Planning, Scheduling, Call Centre, Field Teams.

Please note, this role will require you to work remotely.

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?

Does this sound like you? If yes, then we want to hear from you!

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

• Overtime
• 25 days' annual leave plus 8 days' bank holiday
• Access to our Employee Assistance Programme
• The option to take out Personal Accident Insurance
• The ability to partake in Payroll giving
• Cycle to work Scheme
• Enhanced Maternity & Paternity policy
• Life Assurance
• Opportunities to progress in a successful company
• Matched Pension Scheme
• Salary Finance - an online portal offering financial support via articles, videos and blogs. You can apply for loans and savings schemes via payroll

Who doesn’t like a discount? You will have access to your ‘My Rewards’ portal. This provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bills & top retail brand discounts.

Here’s a few so you can see the type of saving’s you can make:

• Up to 33% on holidays and travel
• Up to 7% discounts on major supermarkets
• Up to 52% on Cinema tickets
• Up to 25% off gym membership
• Up to 10% on restaurants and takeaways

What are you waiting for? Apply today!

Notes/Brief For Recruitment Team

About The Company

M Group Services delivers a range of essential infrastructure services within the water, energy, transport and telecommunications sectors in the UK & 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.

At M Group Services we recognise 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.