At a Glance
- Tasks: Manage customer complaints and drive resolutions while ensuring a top-notch service experience.
- Company: Join Yorkshire Water, a vital service provider for millions in the region.
- Benefits: Enjoy a competitive salary, flexible benefits, and generous annual leave.
- Other info: Great career progression opportunities and a supportive work environment.
- Why this job: Make a real difference by helping customers and improving their experiences.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 27717 - 27717 £ per year.
Starting salary £27,717 per annum, dependent on experience, with salary progression supported through your skills development against the progression plan, performance bonus, attractive pension scheme (up to 12% company contribution), life assurance cover of 4 times pensionable salary, 25 days annual leave, bank holidays, plus a wellness day. We also offer a flexible benefits package that includes a health cash plan scheme, critical illness insurance, dental insurance, life assurance flex, partner cover, a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts, and many more.
Initially based in Bradford; in Summer 2026 the office will move to Leeds Valley Park, where a hybrid arrangement will be in place with 3 days in the office per week.
We provide essential water and wastewater services to over 5.4 million residents and millions of visitors across the Yorkshire region, ensuring clean and safe drinking water and responsible wastewater management. We protect the environment, look after communities, and plan for Yorkshire’s water today and tomorrow, 24/7, 365 days a year. New environmental legislation, significant investment, and evolving customer expectations create exciting opportunities in the water industry.
This is a permanent Customer Complaints Advisor position within the Customer Recovery team. You will manage complex customer complaints, owning the customer journey and working across internal stakeholders to resolve concerns. The role involves multiple incoming contact channels and focuses on resolving customer issues within defined SLAs while maintaining a high service standard and company promise.
Responsibilities- Take ownership of complex customer issues, identify customer needs, and use the internal stakeholder network to drive resolution within defined SLAs.
- Provide effective recovery solutions that benefit both customer and business.
- Ensure customer information is accurate, up to date, and compliant with GDPR and security processes.
- Identify vulnerable customers and register them for appropriate services.
- Effectively and proactively manage personal queues, workloads, and customer cases in line with SLAs.
- Identify and escalate any potential operational risks or issues.
- Drive continuous improvement to benefit colleagues and the customer journey.
- Demonstrate resilience and adaptability to customer needs in an operational environment.
- Excellent verbal and written communication skills, with a high standard in customer response.
- Enthusiastic about delivering an excellent customer experience with a strong background in customer service/complaints.
- Ability to collaborate, challenge, make decisions, and negotiate when necessary.
- Strong networking and influencing skills with a "can-do" attitude and solution-focused approach.
- Self-initiative and problem-solving skills to resolve customer issues.
- Desire to develop in a performance-driven environment, focusing on coaching, support, and feedback.
- Adaptable to change and flexible in working styles.
- Good IT skills and proficiency using Microsoft Office (Word, Excel, Outlook).
We will support you through a defined progression plan, provide an excellent onboarding and induction experience, and provide the tools and support to deliver a great customer experience.
We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability, or condition that requires changes, please include this information in your application and we will discuss reasonable adjustments.
Customer Complaints Advisor in Leeds employer: Kelda Group Limited 0000411940 - Kelda Group Limited
Yorkshire Water is an exceptional employer, offering a supportive work culture that prioritises employee development and well-being. With a competitive salary starting at £27,717, generous benefits including a robust pension scheme, wellness days, and a flexible working arrangement moving to Leeds Valley Park, employees are empowered to thrive both personally and professionally while contributing to vital water services for the community.
Contact Details:
Kelda Group Limited 0000411940 - Kelda Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Advisor in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees at Yorkshire Water on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you would handle complex complaints and what solutions you could offer. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your enthusiasm! When you get the chance to speak with the hiring team, let your passion for delivering excellent customer service shine through. We love candidates who are genuinely excited about helping others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Yorkshire Water family. Let’s get you that interview!
We think you need these skills to ace Customer Complaints Advisor in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Complaints Advisor role. Highlight your experience in customer service and any specific skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills:Since this role requires excellent verbal and written communication, don’t hold back! Use clear and concise language in your application. We’re looking for someone who can express themselves well and connect with customers effectively.
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've tackled complex customer issues in the past. We love seeing a 'can-do' attitude, so let us know how you’ve gone above and beyond to resolve complaints and improve customer experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Kelda Group Limited 0000411940 - Kelda Group Limited
✨Know Your Stuff
Before the interview, make sure you understand Yorkshire Water's mission and values. Familiarise yourself with their services and recent developments in the water industry. This will help you demonstrate your enthusiasm for the role and show that you're genuinely interested in contributing to their goals.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've successfully resolved customer complaints or improved customer satisfaction. Highlight your communication skills and how you adapt to different customer needs, as these are crucial for a Customer Complaints Advisor.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle various customer scenarios. Practice answering questions about managing complex complaints, identifying vulnerable customers, and working with internal stakeholders. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. Inquire about the team dynamics, the progression plan, or how they measure success in the role. This shows your interest in the position and helps you gauge if it's the right fit for you.
