Complaints Handler

Wessex Water Services; Bath; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Pension

Career development

Holiday entitlement

Sell extra holidays

Buy extra holidays

Healthcare costs

Life assurance

Electric car salary sacrifice

Retail discounts

Volunteer day

Family leave

Wellbeing platform

Mental health support

Referral bonus

Job summary

Wessex Water is seeking a Complaints Handler to join the Developer and Wholesale Services team in Bath. You will manage the end-to-end customer complaints journey, investigate complex cases, and help improve our in-house complaints process.

You will train colleagues and collaborate with leadership to escalate issues and report on volumes and resolution timescales. The role includes training responsibilities and a focus on preventing escalation through data-driven improvements.

Qualifications

• Proven excellent communication skills to customers and colleagues.
• Confidence in identifying root causes and resolutions that go beyond individual outcomes.
• Existing understanding of DMeX and BRMeX metrics is advantageous.

Responsibilities

• Own the end-to-end customer complaints journey.
• Investigate complex cases to resolve in line with policy and regulatory requirements.
• Provide training and support to colleagues for consistency.
• Collaborate with Head of Department to escalate details and report volumes and resolutions.

Skills

Communication

Root cause analysis

DMeX/BRMeX metrics

Job description

In this exciting new role as our Complaints Handler, you will join the Developer and Wholesale Services team to help mould our in-house complaints process.

What you’ll do

• work on the end-to-end customer complaints journey


• investigate complex customer cases to find resolutions in line with company policy and regulatory requirements to prevent escalation where possible


• provide training and support to colleagues to ensure consistency across the department


• collaborate with the Head of Department, gathering key details for escalations and providing regular reports on volumes, reasons and resolution timescales


• analyse DMeX and BRMeX feedback to identify trends, root causes and opportunities for continuous improvement


• collaborate with key stakeholders to review and improve processes


• support the Customer Service Manager to maintain relationships with retailers, sharing best practice and encouraging consistent customer-focused outcomes


• use customer feedback and complaint insights to prevent recurring issues.

As part of this role, you will also receive a performance-related bonus of up to 10%.

What you’ll need

We are looking for someone who is committed to the continual development of our complaints processes and will be confident in communicating opportunities to make change where it's needed to improve customer outcomes.

• proven excellent communication skills to customers and colleagues and a passion for sharing best practice


• confidence in identifying root causes and finding resolutions that go beyond the individual customer outcome


• an existing understanding of DMeX and BRMeX metrics (advantageous but not a necessity).

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 450-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.