At a Glance
- Tasks: Manage customer complaints and improve processes for better outcomes.
- Company: Join YTL UK, a diverse and inclusive company with exciting career opportunities.
- Benefits: Enjoy competitive pay, generous holiday, healthcare, and a performance bonus.
- Other info: Great career growth potential and a supportive work environment.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 23850 - 29150 £ per year.
In this exciting new role as our Complaints Handler, you will join the Developer and Wholesale Services team to help mould our in-house complaints process.
- What you’ll do
- work on the end-to-end customer complaints journey
- investigate complex customer cases to find resolutions in line with company policy and regulatory requirements to prevent escalation where possible
- provide training and support to colleagues to ensure consistency across the department
- collaborate with the Head of Department, gathering key details for escalations and providing regular reports on volumes, reasons and resolution timescales
- analyse DMe X and BRMe X feedback to identify trends, root causes and opportunities for continuous improvement
- collaborate with key stakeholders to review and improve processes
- support the Customer Service Manager to maintain relationships with retailers, sharing best practice and encouraging consistent customer-focused outcomes
- use customer feedback and complaint insights to prevent recurring issues.
As part of this role, you will also receive a performance-related bonus of up to 10%.
What you’ll need
We are looking for someone who is committed to the continual development of our complaints processes and will be confident in communicating opportunities to make change where it's needed to improve customer outcomes.
- proven excellent communication skills to customers and colleagues and a passion for sharing best practice
- confidence in identifying root causes and finding resolutions that go beyond the individual customer outcome
- an existing understanding of DMe X and BRMe X metrics (advantageous but not a necessity).
- What you’ll receive
- A combined pension contribution of up to 20%.
- Career progression and professional development opportunities.
- 25 days’ holiday rising to 28 with length of service.
- The opportunity to sell up to five days of holiday every year.
- The opportunity to buy up to ten days of holiday each year (subject to conditions).
- A healthcare package that allows you to claim back healthcare costs.
- Life assurance of up to eight times your salary.
- The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
- Cashback and discounts from more than 3,000 retailers.
- One paid volunteering day each year.
- Enhanced family leave and pay arrangements.
- Access to an interactive health and wellbeing platform.
- Support from trained mental health first aiders.
- A £1,000 referral fee if you recommend someone who is successfully recruited by us.
Who we are
YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:
- Wessex Water - one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
- YTL Developments - a major UK developer currently redeveloping a 450-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
- YTL Construction UK - a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
- YTL Live - the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
- plus a number of other retail, environmental and specialist businesses.
Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us!
You will have a unique opportunity to develop and progress your career within such a diverse group.
We are passionate about diversity and inclusion - with that in mind, all applicants are welcome.
We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.
If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.
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Complaints Handler in Bath employer: Wessex Water Services
Wessex Water Services is an excellent employer, offering a dynamic work culture that prioritises employee development and career progression within the vital sector of water quality and compliance. Located in the picturesque city of Bath, employees benefit from a supportive environment that encourages innovation and collaboration, alongside competitive remuneration and comprehensive benefits packages.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wessex Water Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wessex Water Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Bath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wessex Water Services:Your cover letter is your chance to shine! Tell us why you want to work at Wessex Water Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wessex Water Services!
How to prepare for a job interview at Wessex Water Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
