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Escalations & Complaints Case Handler - Customer Service Expert

2 months ago

Surrey, British Columbia, Canada M Group Services Full time
About the Role

M Group Services is seeking a highly skilled Escalations and Complaints Case Handler to join our team in the Water and Waste Water Infrastructure sectors. As a key member of our Customer Experience Team, you will play a vital role in ensuring that all customers involved in our Metering project are dealt with in an effective, accurate, and timely manner.

Key Responsibilities
  • Provide support to the Customer Experience Team in daily functions, ensuring all tasks are completed, and handling inbound and outbound calls.
  • Own complaints through to resolution, maintaining ownership of customer issues and ensuring the system is kept updated with quality notes.
  • Accurately capture data from calls to support the management team in the production of reports.
  • Prioritize and manage your own workload to ensure successful resolution of issues within the timescales of the Service Level Agreement.
  • Identify and escalate priority issues to the Customer Experience Manager/Team Leader.
  • Build and maintain good working relationships with other teams, such as Planning, Scheduling, Call Centre, and Field Teams.
Requirements
  • Experience in a customer service environment.
  • Clear and confident communication skills, particularly on the telephone.
  • Experience in complaint management and insurance claims administration.
  • Strong interpersonal skills and a team player attitude.
  • Proven IT skills, particularly in MS Word and MS Excel.
What We Offer
  • Hybrid working arrangement, with 2 days per week in the office.
  • Contributory Pension Scheme.
  • Overtime opportunities.
  • Access to our Employee Assistance Programme.
  • Opportunities for career progression in a successful company.
  • Salary Finance - an online portal offering financial support and savings schemes.
  • 25 days' annual leave plus 8 days' bank holiday.
  • Enhanced Maternity and Paternity policy.
About Us

M Group Services is a leading provider of essential infrastructure services in the UK and Ireland. We have a strong culture that focuses on safety, operational delivery, efficiency, and customer service. We are committed to profitable growth and value the benefits of workforce diversity.