Customer Complaints Deputy Team Leader in Leeds

Overview

Water Utility Company based in Yorkshire region of England.

Location

This role will initially be based in Bradford but we are moving our office to Leeds Valley Park in Summer 2026, so you’ll be based there in the future, with a hybrid working arrangement in place, a mix of office and home working. We typically work 3 days in the office per week.

Work type

This is a permanent opportunity. You will be working full time, 37 hours per week, Monday to Friday. Working pattern to be discussed at interview stage.

Salary and Benefits

• Salary from £29,710 - £36,974 per annum depending on experience
• Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Complaints Deputy Team Leader progression plan
• 25 days annual leave plus bank holidays plus an extra wellness day
• Life assurance cover of 4 times pensionable salary
• A benefits package including health cash plan, critical illness insurance, dental insurance, life assurance flex and partner cover
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and more

Role

We have an exciting opportunity for a Customer Complaints Deputy Team Leader to join the Customer Complaints Team at Yorkshire Water to help provide the best service to our customers. You will support and develop a team of agents in getting it right day & night.

Responsibilities

• Work alongside key stakeholders to take ownership of the day-to-day resource allocation of the contact centre to deliver against agreed service level agreements (SLAs)
• Identify escalated cases and recover them within the required SLAs
• Create an environment where our people excel through effective performance management, coaching and development in line with the customer promise and Yorkshire Waters policies and procedures
• Use data to identify specific coaching needs and areas of improvement to support effective customer resolution and develop action plans working alongside coaches
• Identify and escalate potential operational risks and issues
• Take responsibility for own development by keeping up to date with procedures and working practices
• Complete quality assurance checks of customer contacts to ensure effective resolution of customers
• Take responsibility for health, safety and wellbeing of yourself and team, ensure Safe Working Practices and Risk Assessments are in place
• Deputise for Team Leader when required

Key Skills / Requirements

• Strong background in customer service with a passion to deliver excellent customer experiences
• Experience supporting people in a busy customer service environment
• Ability to work on own initiative and use problem solving skills to resolve customer issues
• Highly organised, able to prioritise workloads to meet deadlines
• Excellent written and verbal communication
• Ability to understand and interpret data and derive meaningful conclusions
• Comfortable working in a performance-driven culture; familiar with the coaching performance framework
• Open to feedback to improve own performance
• Excellent interpersonal skills to build relationships cross-functional
• Good IT skills; prior knowledge of Yorkshire Water Corporate Systems desirable

Application Process

If you are interested, please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process

• Closing date: 20 February 2026
• Pre-employment checks including Basic Disclosure; security vetting may be required
• Medical questionnaire and further medicals when required
• We are committed to accessible recruitment; adjustments available on request
• Kelda Group reserves the right to close this position early.
• No agencies please.