Customer Experience Advisor – Utilities

Lanes Group PLC; Bradford; On-site; GBP 24,750 - 30,250; Full time

Job summary

Lanes Group plc in Bradford is recruiting a Customer Service Advisor to liaise with Yorkshire Water customers and internal teams to keep customers informed about work in their area. You will update CRM records, handle inquiries and drive a positive customer journey.

The role requires excellent communication, active listening and the ability to stay calm under pressure, with a focus on delivering high-quality service in a utilities context. Internal/external applications are welcome.

Qualifications

• Experience in customer service roles, especially within utilities.
• Excellent verbal and written communication skills.
• Active listening and empathy in handling customer queries.
• Ability to work with planning and customer excellence teams to feed back information.

Responsibilities

• Working with operational and planning teams to resolve all customer/client queries, ensuring our clients/customers are satisfied with the outcome.
• Updating customer information on the company’s customer management systems
• Handling customer enquiries as well as managing complaints and issues
• Responding to all customer complaints within the agreed service levels of agreement
• Performing administrative tasks as assigned by the Customer/Planning Manager
• Working with the team to improve the customer journey

Skills

Customer service

Communication

Active listening

Problem solving

Interpersonal skills

Job description

Lanes Group plc in Bradford is recruiting a Customer Service Advisor to liaise with Yorkshire Water customers and internal teams to keep customers informed about work in their area. You will update CRM records, handle inquiries and drive a positive customer journey.

The role requires excellent communication, active listening and the ability to stay calm under pressure, with a focus on delivering high-quality service in a utilities context. Internal/external applications are welcome.