About The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll 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. Were 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? Day to day you'll lead by example and ensure all relevant systems are kept up to date, demonstrating strong records management and compliance along with delivering the Customer Side Leakage programme working collaboratively with planning & operations. You'll have a strong understanding of the Customer Side Leakage policies & procedures, which are communicated clearly and help to drive case handlers performance to strive for high levels of productivity and quality. You'll understand CMEx measures and ensure that your team are compliant with these. You'll produce and use reports tohelp drive performance and communicate team activity to the wider business and ensure that all queries are dealt with in an effective, accurate, and timely manner, within the timescales of the Service Level Agreement. You'll work to reduce complaints through proactive management of the teams caseload and identify and escalate priority issues to the Escalations & Complaints Manager. Other duties as required within the reasonable remit of the role. What youll bring Do you have proven experience of working in a team responsible for complaints, preferably in the water industry? Have you got experience of demonstrating customer resolution, service improvement, and customer excellence? Are you experienced in managing systems and databases? Do you have a strong customer service background with excellent communication skills? Do you have proven IT skills particularly MS Word, Excel and PowerPoint? Are you someone who is accountable and self-motivated to meet targets? Whats 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 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; 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. Were 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. Were responsible and go further for our people, clients, communities and the planet Were open and seek new and better ways of exceeding expectations Were together and as one team; the whole is greater than the sum of the parts Were ambitious and embrace opportunity, to lead essential infrastructure services for life Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Its 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. MGroupW