Escalation Case Handler
UK Visa Sponsorship Analytics
Occupation Type
Estimators, valuers and assessors
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with M Group Water. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Description
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 you’ll 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 water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.
Want to be a part of it?
What you’ll be doing?
You’ll be managing complaints and high‑profile escalations while ensuring every case is handled compliantly and supportively. You’ll be responding to customers by phone and email, managing inboxes, booking appointments, issuing invoices, and communicating internally to keep cases moving quickly.
You’ll be delivering competent case management in FSL/MWorks, faulting tasks such as leaks or no‑water reports, and providing details for subject access requests and first‑stage claims. You’ll be supporting team projects, handling engineer and customer calls, and ensuring processes like MSPY and missed appointments are completed correctly.
What You'll bring?
Where you’ll 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 water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.
Want to be a part of it?
What you’ll be doing?
You’ll be managing complaints and high‑profile escalations while ensuring every case is handled compliantly and supportively. You’ll be responding to customers by phone and email, managing inboxes, booking appointments, issuing invoices, and communicating internally to keep cases moving quickly.
You’ll be delivering competent case management in FSL/MWorks, faulting tasks such as leaks or no‑water reports, and providing details for subject access requests and first‑stage claims. You’ll be supporting team projects, handling engineer and customer calls, and ensuring processes like MSPY and missed appointments are completed correctly.
What You'll bring?
- Do you have knowledge of customer service principles and practices?
- Do you have strong experience in a customer‑service environment?
- Do you have the ability to build rapport over the phone and in person?
- Do you have experience working in a contractor-client relationship?
Average of 35 hours a week Monday-Friday between 8am and 8pm, with three different shift patterns and a requirement to work 1 in 4 Saturdays 8am to 1pm. Overtime at an agreed rate.
This is a hybrid working position, where you will be required to attend the office 2 days per week working from home 3 days per week - Location for office attendance our Langley office
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
- 25 days annual leave plus bank holidays
- Recommend a friend - get rewarded for introducing people to us!
- Personal Accident Cover
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.
#MGroupW
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.
#MGroupW