Customer Complaints Deputy Team Leader

Overview

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

We offer a salary from £29,710 - £36,974 per annum depending on experience

Location
:
This role will initially be based in Bradford but we’re 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 work typically 3 X days in the office per week.

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

We have an exciting opportunity for a Customer Complaints Deputy Team Leader to join the Customer Complaints Team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Are you passionate about providing great customer service and recovering a customer’s problem…?

Do you think you can support and develop a team of agents in getting it right day & night?
Then this could be the role for you.

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.

You will support and develop a team of Customer Complaint Agents within the Customer Management Centre, to effectively resolve customers complaints across multiple communication channels with a focus on delivering resolution on first contact. In line with our customer promise and company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”

To ensure we are supporting you in delivering the best service you can, you will be given an excellent onboarding and induction programme. Providing you with the best tools and knowledge from the beginning. Alongside this we have a great progression scheme to help you grow and develop you in your Yorkshire Water career.

• 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 (SLA’s)
• Identify escalated cases and work to recover them within the required SLA’s
• Create an environment where our people excel through effective performance management, coaching and development in line with the customer promise and Yorkshire Water’s policies and procedures
• Use data to identify specific coaching needs and areas of improvement to support effective customer resolution and develops 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

• You will have a strong background in customer service and a passion to deliver excellent customer experiences. You will have previous experience of supporting people in a busy customer service environment.
• You will be able to work on own initiative and use problem solving skills to be able to resolve customer issues. You will be highly organised, able to prioritise workloads to meet deadlines and have excellent communication skills both written…