M Group Water
Escalations Case Handler
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Description
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
- Investigating and resolving customer complaints
- Reviewing information and evidence to ensure fair and accurate outcomes while keeping customers informed throughout the process
- Working closely with internal teams and stakeholders to gather information, resolve issues, and deliver professional, empathetic complaint responses within agreed timescales
- Identifying trends and recurring issues, escalating concerns where needed and supporting improvements to processes and service delivery
- Maintaining accurate records, keeping case documentation up to date, and supporting managers with complex complaints and service recovery activities
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You'll Bring
- Previous experience within customer service, complaints handling, or escalated case management
- Excellent written and verbal communication skills
- Strong investigative and problem-solving abilities
- Ability to manage challenging conversations confidently and professionally
- High attention to detail and the ability to make balanced decisions based on available evidence
- Strong organisational skills and the ability to manage multiple cases simultaneously
- 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, including:
- 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
- Recommend a friend- get rewarded for introducing people to us!
In addition, this role offers:
- Company car and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- 25 days annual leave plus bank holidays
- Discretionary bonus scheme
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location