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For Companies At a Glance
- Tasks: Manage customer complaints and escalations with clear communication and swift service recovery.
- Company: Join a leading infrastructure company focused on sustainability and community impact.
- Benefits: Enjoy competitive pay, flexible working, and a range of employee perks.
- Why this job: Make a real difference in essential services while growing your career in a supportive environment.
- Qualifications: Strong communication skills and a passion for problem-solving.
- Other info: Diverse workplace with excellent training and development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About The Role
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 Demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.
What will you be doing?
You’ll manage case complaints, high-profile escalations, and claims. We’ll need you to proficiently respond to customer queries both via telephone and on email and have clear communication internally to ensure that the case is managed swiftly and to the highest level of service recovery.
You’ll take:
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s 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
In addition, this role offers:
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend get rewarded for introducing people to us!
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 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.
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.
Escalation Case Handler in Kent employer: M Group
Contact Detail:
M Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Case Handler in Kent
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role with us.
✨Tip Number 2
Prepare for the interview by understanding our values and culture. We’re all about being responsible, open, and working together as one team. Show us how you embody these values in your past experiences!
✨Tip Number 3
Practice your communication skills! As an Escalation Case Handler, clear communication is key. Role-play common scenarios with a friend to get comfortable responding to customer queries.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the latest roles and updates there.
We think you need these skills to ace Escalation Case Handler in Kent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Escalation Case Handler role. Highlight any relevant customer service experience and problem-solving skills, as these are key to what we do at StudySmarter.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your values align with ours. Remember, we love a friendly and respectful approach, so let your personality come through!
Showcase Your Communication Skills: Since you'll be handling customer queries, it's essential to demonstrate your communication prowess. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively resolved issues in the past.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll get to see all the amazing opportunities we have to offer. Don’t wait too long, though – apply soon to ensure your application is considered!
How to prepare for a job interview at M Group
✨Know Your Stuff
Before the interview, make sure you understand the role of an Escalation Case Handler. Familiarise yourself with the company's services, especially around water supply and environmental performance. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves responding to customer queries via phone and email, practice articulating your thoughts clearly. You might want to prepare examples of how you've handled difficult customer situations in the past, highlighting your problem-solving skills and ability to maintain a friendly tone.
✨Align with Their Values
The company values are crucial to their culture. Be ready to discuss how your personal values align with theirs, particularly around being responsible, open, and ambitious. Think of specific instances where you've demonstrated these qualities in your previous roles.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful ones that show your interest in the team and the company’s future. For example, you could ask about the training and development opportunities available for new hires or how the team collaborates on high-profile escalations.
