Customer Complaints Deputy Team Leader

yorkshirewater.com; Bradford, Rothwell; Hybrid; GBP 29,000 - GBP 37,000; Full time

Job summary

A regional water company in Bradford is seeking a Customer Complaints Deputy Team Leader to manage a team focused on resolving customer issues effectively. Applicants should have strong customer service experience, excellent communication skills, and the ability to work in a performance-driven environment. The position offers a salary between £29,710 - £36,974, hybrid working arrangements, and extensive employee benefits. Recruitment closes on 20th February 2026.

Benefits

Annual bonus opportunity

Attractive pension scheme

Development opportunities

25 days annual leave plus bank holidays

Life assurance cover

Health cash plan scheme

Gym membership discounts

Qualifications

• Strong background in customer service with experience in a busy environment.
• Ability to work on own initiative and resolve customer issues effectively.
• Highly organized with excellent communication skills.

Responsibilities

• Oversee day-to-day resource allocation in the contact centre.
• Manage escalation cases and ensure timely recovery.
• Conduct effective performance management and coaching.

Skills

Customer service experience

Problem-solving

Communication skills

Organizational skills

Interpersonal skills

Tools

Yorkshire Water Corporate Systems

IT systems

Job description

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Overview

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

We offer a salary from £29,710 - £36,974 per annum depending on experience

• Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Complaints Deputy Team Leader progression plan
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: This role will initially be based in Bradford but we’re moving our office to Leeds Valley Park in Summer 2026, so you’ll be based there in the future, with a hybrid working arrangement in place, a mix of office and home working. We work typically 3 X days in the office per week.

Work type: This is a permanent opportunity. You will be working full time, 37 hours per week, Monday – Friday. Working pattern to be discussed at interview stage.

We have an exciting opportunity for a Customer Complaints Deputy Team Leader to join the Customer Complaints Team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Are you passionate about providing great customer service and recovering a customer’s problem…?

Do you think you can support and develop a team of agents in getting it right day & night? Then this could be the role for you.

What we do

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where you fit in:

You will support and develop a team of Customer Complaint Agents within the Customer Management Centre, to effectively resolve customers complaints across multiple communication channels with a focus on delivering resolution on first contact. In line with our customer promise and company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”

To ensure we are supporting you in delivering the best service you can, you will be given an excellent onboarding and induction programme. Providing you with the best tools and knowledge from the beginning. Alongside this we have a great progression scheme to help you grow and develop you in your Yorkshire Water career.

Some key responsibilities in the role

• Work alongside key stakeholders to take ownership of the day-to-day resource allocation of the contact centre to deliver against agreed service level agreements (SLA’s)
• Identify escalated cases and work to recover them within the required SLA’s
• Create an environment where our people excel through effective performance management, coaching and development in line with the customer promise and Yorkshire Water’s policies and procedures
• Use data to identify specific coaching needs and areas of improvement to support effective customer resolution and develops action plans working alongside coaches
• Identify and escalate potential operational risks and issues
• Take responsibility for own development by keeping up to date with procedures and working practices
• Complete quality assurance checks of customer contacts to ensure effective resolution of customers
• Take responsibility for health, safety and wellbeing of yourself and team, ensure Safe Working Practices and Risk Assessments are in place
• Deputise for Team Leader when required

What key skills are required?

You will have a strong background in customer service and a passion to deliver excellent customer experiences. You will have previous experience of supporting people in a busy customer service environment.

You will be able to work on own initiative and use problem solving skills to be able to resolve customer issues. You will be highly organised, able to prioritise workloads to meet deadlines ad have excellent communication skills both written and verbal.

You will be able to understand and interpret data and convert this into meaningful conclusions. You will be comfortable working in a performance driven culture and be familiar with the coaching performance framework to improve team performance, whilst also been comfortable taking on feedback to improve own personal performance.

With excellent interpersonal skills you will be able to build effective relationships with key colleagues in the team but also cross-functionally.

You will be using a range of IT systems in the role therefore good IT skills are key and previous knowledge of Yorkshire Water Corporate Systems is desirable.

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process –

Closing date – 20th February 2026

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

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.