Salary & Benefits: Starting salary £26,524 per annum dependent 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 - Monday - Friday, working 10:00am-6:00pm.
What we do:
We provide essential water and wastewater services to every corner of the Yorkshire region, ensuring over 5.4 million people have clean and safe drinking water and that their wastewater is taken away. We also look after communities, protect the environment, and plan to look after Yorkshire's water.
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 manage the customer journey through the complaints process.
Key Responsibilities:
1. Taking ownership of complex customer issues and utilising the internal stakeholder network to drive a resolution within defined service level agreements (SLA's).
2. Providing effective recovery solutions beneficial to both 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 registering them for appropriate services.
5. Effectively 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 enhance 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; it focuses on recovering complex customer issues.
What skills & qualifications you will need:
* Excellent verbal and written communication skills to maintain high standards in customer response.
* Enthusiasm for delivering an excellent customer experience with a strong background in customer service/complaints.
* Ability to work collaboratively, challenge, make decisions, and negotiate when necessary.
* Strong networking and influencing skills.
* Can-do attitude and solution-focused approach with problem-solving skills.
* Desire to develop in the role and comfort in a performance-driven environment.
* Adaptability to change and flexibility in working methods.
* Good IT skills, including knowledge of Microsoft Office - Word, Excel, Outlook.
We will support you through a defined progression plan and provide you with the tools and support to deliver a great customer experience.
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.
Recruitment Process:
Closing Date: 27th November, 2024
Assessment to take place w/c 2nd December, 2024
Start date: 6th January, 2025
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