Escalations 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 you'll 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 clean water team that safeguards the quality, reliability, and performance of drinking water across our region. We work across complex network systems, enhancing, maintaining, installing, and repairing infrastructure from pipes to water meters, to ensure consistently high-water quality. Through proactive network management and resilient engineering, we help ensure communities have safe, dependable water supplies every day.  

Want to be a part of it?

What you'll be doing?

You'll be investigating and resolving customer complaints, reviewing information and evidence to ensure fair and accurate outcomes while keeping customers informed throughout the process.

You'll work closely with internal teams and stakeholders to gather information, resolve issues, and deliver professional, empathetic complaint responses within agreed timescales.

You'll identify trends and recurring issues, escalating concerns where needed and supporting improvements to processes and service delivery.

You'll maintain accurate records, keep case documentation up to date, and support managers with complex complaints and service recovery activities.

What you'll bring? 

• Do you have previous experience within customer service, complaints handling, or escalated case management?
• Do you have excellent written and verbal communication skills?
• Do you have strong investigative and problem-solving abilities?
• Do you have the ability to manage challenging conversations confidently and professionally?
• Do you have a high attention to detail and the ability to make balanced decisions based on available evidence?
• Do you have strong organisational skills and the ability to manage multiple cases simultaneously?
• Do you have experience using various systems and Microsoft Office applications?

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;

• Contributory pension schem
• 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
• Recommend a friend- get rewarded for introducing people to us!

• 25 days annual leave plus bank holidays
• Discretionary bonus scheme

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 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 3 rd 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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