Customer Complaints Advisor

Kelda Group Limited 0000411940 - Kelda Group Limited; Bradford; Hybrid; GBP 28,000; Full time

Job description

Salary & Benefits: Starting salary £27,717 per annum dependant on experience with salary progression in role supported through your skills development against the progression plan, performance bonus, attractive pension scheme (Up to 10% company contribution), life assurance cover of 4 times pensionable salary and 25 days annual leave, bank holidays, plus a wellness day. We also offer a fantastic flexible benefits package, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Bradford with a hybrid, home working arrangement (3 x days in the office per week)

We are currently looking for a number of Customer Complaint Advisors to join our Customer Management Centre. This is a permanent opportunity, working full time, 37 hours per week between a working window of 8:00am-6:00pm Monday - Friday.

What we do: Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it's so much more than this. We look after communities, protect the environment, and plan to look after Yorkshire's water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region's health, wellbeing, and prosperity. New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

This role sits within the Customer Recovery team, as an area we are responsible for managing customers and bringing resolution to customer complaints, alongside this we strive to update customers throughout their journey and develop solutions to complex customer cases.

Where you fit in: As our Customer Complaint Advisor, you will provide an exceptional level of customer service, owning and recovering customers, who have complex operational issues. You will own the customer journey and will be required to manage some of these customers through the complaints process. You will utilise multiple incoming customer contact channels and work closely with internal stakeholders to resolve customer concerns. You will work in accordance with our customer promise and company strategy A thriving Yorkshire. Right for customers. Right for the environment.

Some of the key responsibilities of the role are as follows:

1. Taking ownership of complex customer issues, identifying the customers' needs and utilising the internal stakeholder network to drive a resolution, within defined service level agreements (SLA's).
2. Providing effective recovery solutions that are both beneficial to the customer and the business.
3. Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
4. Identifying vulnerable customers and register them for appropriate services.
5. Effectively and proactively managing personal queues/workloads/customer cases in line with SLA's.
6. Identifying and escalating any potential operational risks or issues.
7. Driving continuous improvement to benefit colleagues and the customer journey.
8. Being resilient in adapting to customer needs in an operational environment.

Please note: This role doesn't involve recovery of debt, its recovering complex customer issues.

What skills & qualifications you will need:

1. Excellent communications skills both verbal and written skills, to ensure we maintain a high standard in customer response.
2. The successful candidate will be enthusiastic in delivering an excellent customer experience with a strong background in customer service/complaints.
3. You will enjoy working with others, with the ability to challenge, make decisions and negotiate when necessary.
4. You will have strong networking and influencing skills, able to demonstrate our ambition of owning it on behalf of the customer.
5. You will have a can-do attitude and a solution-focused approach.
6. You will be able to work on your own initiative and use problem-solving skills to resolve customer issues.
7. You will have a desire to develop in the role and be comfortable working in a performance driven environment, where there is a focus on one-to-one coaching and support, using feedback to improve performance.
8. You will be adaptable to change and flexible to different options/ways of working.
9. Good IT skills are essential, with the knowledge in using Microsoft Office - word, excel, outlook.

We will support you through a defined progression plan, give you an excellent onboarding and induction experience and provide you with the tools and support to deliver a great customer experience. We will encourage you to grow and develop your skills during your career with us.

We embrace a flexible working model, where our hybrid setup typically requires 3 x days in the office per week. This could be slightly more when collaborative efforts, training or meeting deadlines demand it. For those who prefer to work on-site, our office is open Monday-Friday during working hours.

If you're an experienced Customer Service professional and want to play a vital role in delivering exceptional service for our customers, then apply today to find out what a career with Yorkshire Water can offer for you.

Please upload an up-to-date copy of your CV along with a cover statement outlining your relevant experience for the role.

Recruitment Process:

Closing Date: 30th April, 2025

Assessment to take place w/c 5th and 12th May, 2025

We are looking for people to start in role on Monday 16th June, 2025

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

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 to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.