Delivering what we promise

About The Role

Morrison Utility Services are looking to place an Escalation and Complaints Advisor who will play a key role in the Metering Contract at Thames Water.  You will be ensuring that all customers involved in the Metering project are dealt with in an effective, timely manner and are furnished with the correct information at all times and to provide support to the Customer Experience Manager in the daily functions of the department so that all operations are completed correctly.

As an Escalations and Complaints Advisor, your main duties and responsibilities are:

  • Promote and ensure that you display the highest possible health, safety and environmental standards and comply with all statutory, Thames Water, MGjv and Morrison standards, policies, procedures, guidance and initiatives.
  • Ensure that all procedures are carried out in accordance with guidelines
  • Strive to meet both individual and team targets and objectives
  • Minimise waste
  • Responsible for the delivery of Customer Excellence striving to outperform the Thames Water Service Level Agreements
  • Working with the Customer Service Manager to raise the profile of Morrison Utility Services and the delivery of Customer Service
  • Maintain ownership of any customer issue through to resolution, ensuring the system is kept updated with quality notes
  • Prioritise and manage the escalations workload to ensure successful  resolution of issues within the Service Level Agreement
  • Support the team in the production of monthly reports
  • Answer calls and handle customer complaints to a satisfactory conclusion, ensuring that the customer and client are kept informed throughout the journey
  • Identify and escalate priority issues to Escalations Manager/Team Leader

Skills and Knowledge requirements:

  • Excellent customer service and communication skills
  • Proven IT skills particularly MS Word, MS Excel.
  • Some experience in a call centre or customer service environment
  • Good data entry and typing skills
  • Knowledge of administration and clerical processes

Additional Information:

Average 35 hours a week, Monday-Friday shifts between 8am and 8pm, and one Saturday in every four weeks, 8am-6pm. Overtime at agreed rate.

What’s in it for you?

  • 25 days annual leave plus 8 days bank holiday
  • Annual bonus
  • Pension scheme
  • Life Assurance
About The Company

Morrison Utility Services is the UK’s largest provider of essential infrastructure services through long-term framework agreements to the electricity, water, gas and telecom sectors across the UK & Ireland.  Our workforce operates 24/7, in local communities to keep people connected, households and businesses warm, taps flowing and the lights on.

We aim to be the employer of choice in the Utility Services sector.  Our continued growth and success is creating opportunities for fulfilling and rewarding roles, making the best use of our people’s skills and expertise.  We want our people to have a positive impact on customers, communities and our clients every day.  We invest in training our people, developing leadership capabilities to create ambassadors not just employees.  Through strong leadership, teamwork and mutual support we want our business to thrive on a happy, healthy and, most importantly, safe workforce.

M Group Services values diversity and welcomes applications from all sections of the community.  We are committed to equal opportunities.