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Salary & Benefits: Starting salary £20,859.00 per annum. Benefits include company pension, quarterly performance related bonus and 25 days annual leave

 

We currently have an exciting opportunity for an Operational Complaints Champion to join the Operational Complaints team within Service Delivery. 

 

This is a full-time role, on a temporary 12 months basis, based in Bradford.

 

What will the role involve?

 

You will play a key role in transforming a customer’s unsatisfactory experience when something has gone wrong and driving a positive outcome for them. Ensuring the customer has all the support they need and working towards our company’s aspirations of putting people at the heart of everything we do. 

 


Day to day you will receive written correspondence from customers who’ve experienced a problem such as waste water flooding to their homes or a problem with their water pressure. We respond to our customers in line with regulatory requirements. We also communicate with MPs and councillors and handle customer complaints from the Consumer Council for Water. 
 

 

You will be responsible for resolving the complaint and driving a positive outcome for the customer, ensuring their experience is seamless.  To do this you will work closely with  Operational colleagues across the business to ensure a positive outcome and that the customer is completely satisfied. Until the customer is completely satisfied you will be expected to maintain regular contact with the customer and keep them fully informed through to resolution checking along the way that they are happy with the progress of the resolution and if any further work is required. 


 

What skills are we looking for? 
 

You will represent the face of Yorkshire Water when speaking to our customers, so it is important that you have excellent customer service skills and strong communication skills, both written and over the telephone. Often when customers are impacted by a service issue, it can be extremely distressing for them, so a key part of the role is using empathy and care to understand their personal needs and the impact the situation is having on them.    

 


You will need to review operational and customer data held within our company systems and therefore, an ability to use IT systems, and solve problems is key. You will be interacting with a wide range of people across the business therefore you will need to be able to effectively influence and negotiate amongst peers as well as senior managers is required. 
 

 

You will need to plan and organise your time effectively and work on your own initiative. Therefore, resilience and drive are key qualities required in this role.

 

You will be required to work 37 hours per week, within a working window of 08.00 - 20.00 Monday to Friday (including Saturdays). 

 

Recruitment Process - 


If you feel this opportunity is suitable and you match the skills required, then please apply online and submit your CV and covering letter.

 


To assess your skills effectively, our selection process includes a competency-based interview which includes a written assessment. At present with the outbreak of coronavirus, we will be conducting interviews via skype or holding a telephone interview.

 


Closing date: 5th April, 2020
 

Interview date: w/c 13th April, 2020
 

 

What's in it for you?

 

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

 

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

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.

 

If successful for the role, you will be required to undergo a Basic Disclosure Check, through a Third Party Company prior to commencing employment.

 

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat.


Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

 

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

 

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

 

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.

 
 

 

What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

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.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

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.

Operational Complaints Champion