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Senior Escalations Coordinator
Job Posted: 2 days ago
Salary: £ Competitive
Job Type: Permanent
Location: Slough
Expire in: a month
Job Description
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.
Want to be a part of it?
What will you be doing?
We’re seeking a dynamic leader to manage high-profile complaints and escalations, ensuring exceptional customer service.
You’ll be a subject matter expert in Developer Services and Metering, delivering coaching, quality analysis, and training.
Key responsibilities include performance management, reporting, and driving improvements through feedback and trend analysis.
You’ll collaborate across teams to reduce complaints, enhance customer experience, and celebrate success.
Strong understanding of CMEx/DMEx is essential. This role also involves supporting case handling, delivering departmental training, and contributing to strategic projects. Join us in shaping service excellence.
What you’ll bring
• Do you have extensive experience of complaint handling?
• Have you got proven knowledge of customer service principles and practices?
• Do you have experience of people management & leadership?
• Do you have the ability to analyse root cause of failures and prevent reoccurrences?
• Are you highly proficient in using MS Excel, with the ability to build and manipulate reports, MS Word, PowerPoint and Outlook?
• Have you got proven experience using Salesforce based work management systems?
• Do you have the ability to build rapport over the phone and in person to recover service failures?
• Are you experienced in a contractor/client relationship?
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;
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 schemeIn 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
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!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 lifeWhether 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.
#MGroupWBefore You Apply
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- Bank details.
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- Date of birth.
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Looking for your next career move? Join a top company hiring Senior Escalations Coordinator job near me in Slough! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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