Complaints Handler

Do you thrive when resolving issues and delivering a top-notch service? Do you enjoy providing end-to-end customer service? Are you looking for a role where you can use your skills to support our valued customers? Are you prepared to go above and beyond for customers in need? If so, our Customer Complaint Handler position is the role for you.

What you'll do 

We pride ourselves on delivering excellent customer service, but we understand that sometimes things don't go as planned. This is why we are seeking a passionate and empathetic Customer Complaint Handler to join our dedicated team. 

You will be at the forefront of customer interactions, addressing concerns and resolving issues with both empathy and efficiency.  This role is pivotal in ensuring customer satisfaction and upholding our reputation for exceptional service.

You will be predominantly helping customers with escalated written enquiries about the operational service we provide rather than questions about their bill.

We always put customers first and aim to resolve enquiries first time, every time, meaning you will often work with other departments and external parties to get the job done.  

The role includes: 

• investigating and resolving verbal and written customer complaints within strict timescales and to the standard of our regulator, Ofwat 
• Ensuring complaint responses are fully investigated, including identifying and rectifying errors, ensuring our complaint handling procedures and our customer promise are followed
• keeping customers updated about their enquiries and arranging further investigations where necessary 
• undertaking investigations for the Consumer Council for Water and compiling a report of events 
• liaising with other departments/managers and external parties to gather information to resolve customer issues and complaints 
• responding to customers who engage with us via social media.

What you'll need 

To really thrive within this position, you'll possess excellent customer service skills and be confident regularly engaging with customers over the phone, via email and in writing. 

Additional skills and experience include: 

• experience of working in a customer service/quality/complaint focussed role 
• good written communication skills 
• highly organised, methodical problem solver, use initiative, multitask and work under pressure with good attention to detail 
• a flexible and positive approach and being comfortable with the need to change priorities from time to time.

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us. 

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.