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 clean water team that safeguards the quality, reliability, and performance of drinking water across our region. We work across complex network systems, enhancing, maintaining, installing, and repairing infrastructure from pipes to water meters, to ensure consistently high-water quality. Through proactive network management and resilient engineering, we help ensure communities have safe, dependable water supplies every day.
Want to be a part of it?
What will you be doing?
You’ll investigate and resolve customer complaints related to water supply, wastewater, and service interruptions, ensuring timely, empathetic, and professional responses.
You’ll play a key role in improving our client CMEX (Customer Measure of Experience) scores by delivering outstanding complaint handling and customer service, directly impacting regulatory and business outcomes.
We'll need you to communicate clearly and professionally with customers via phone, email, and written correspondence, keeping them informed throughout the complaint resolution process.
You’ll accurately log all complaints, actions taken, and outcomes in the CRM or complaint management system, supporting compliance with Ofwat and company standards.
You’ll ensure all complaint handling activities comply with industry regulations, company policies, and best practice standards, maintaining a strong focus on customer rights and fair outcomes.
What you’ll bring
- Do you have excellent Communication Skills? Can you can explain complex water industry issues in a clear, reassuring way, adapting your style to suit each customer?
- Are you great at problem solving? Can you approach challenges with a solution-focused mindset, investigating root causes and working collaboratively to resolve issues?
- Do you have great attention to Detail? Are you able to ensure all information is accurately recorded and all regulatory and company processes are followed precisely?
- Are you passionate about delivering a positive customer experience, understanding the impact of complaints on CMEX performance and company reputation?
- Can you work well with colleagues across departments to resolve complaints efficiently and share best practices?
- Are you proficient in the use of email, Microsoft office and CRM systems?
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;
- 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 scheme
- Recommend a friend – get rewarded for introducing people to us!
In addition, this role offers;
- 25 days annual leave plus bank holidays
- Discretionary bonus scheme
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 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.
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