Customer Complaints Advisor

Salary & Benefits

Starting salary £28,895 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 12% company contribution), life assurance cover of 4 times pensionable salary and 25 days annual leave, bank holidays, plus 2 x wellness day's. 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:
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 3 x days in the office per week.

We are currently looking for a number of Customer Complaints Advisor’s 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

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.

As our Customer Complaints 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.”

• 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).
• Providing effective recovery solutions that are both beneficial to the customer and the business.
• Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
• Identifying vulnerable customers and register them for appropriate services.
• Effectively and proactively managing personal queues/workloads/customer cases in line with SLA’s.
• Identifying and escalating any potential operational risks or issues.
• Driving continuous improvement to benefit colleagues and the customer journey.
• Being resilient in adapting to customer needs in an operational environment.

• Excellent communication skills both verbal and written skills, to ensure we maintain a high standard in customer response.
• The successful candidate will be enthusiastic in delivering an excellent customer experience with a strong background in customer service/complaints.
• You will enjoy working with others, with the ability to challenge, make decisions and…