Customer Service Advisor

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

We are currently recruiting for a Customer Service Advisor to join our team within the Yorkshire Water Wastewater Service Agreement (WwSA) Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

About the Role

You will be liaising with Yorkshire Water customers to ensure they are kept informed and up to date on any work that will be taking place within their area. Within this role, you will be liaising extensively with our Planners and Customer Excellence Partners to ensure that all work that will be performed is fed back to customers, to ensure that they have the best customer journey.

What we Offer

• Location: Bradford, Yorkshire
• Hours: 37.5 hours a week, Monday - Friday
• Salary: £27,500

Key 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

About you :

• Excellent verbal, written and communication skills
• Active listening skills
• Patience and ability to remain calm in stressful situations
• Excellent interpersonal skills
• Ability to accept criticism
• Experience working within a customer service role, especially within the utilities industry is highly desirable.

Why join Lanes Group?

• Be part of a collaborative and supportive planning team
• Work on meaningful projects that directly impact customers and communities
• Develop your skills within a growing business and a critical industry
• Contribute ideas, improve processes, and help shape how we work

This position is open to Internal and External candidates. Any internal candidates currently employed within a division of the Lanes Group must complete an Internal Application form and submit to recruitment.

The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers.

Lanes - https://www.lanesgroup.com/#our_group

Lanes I - https://lanes-infra.com/

SUS - https://sus.co.uk/

Clearflow - https://www.clearflowltd.com/

AQS - https://aqsenvironmentalsolutions.ie/

We are an equal opportunities employer and welcome applications from under-represented members of the community.