Customer Experience Lead

Company description

Water Utility Company based in Yorkshire region of England.

Job description

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 £33,990 - £42,487 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 Capital Customer Experience Lead progression plan 25 days annual leave plus bank holidays plus two wellness days! 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 were moving our office to Leeds Valley Park in late summer 2026, so youll be based there in the future, with a hybrid working arrangement in place, a mix of office, home working and out onsite.

Work type: This is a permanent opportunity. You will be working full time, 37 hours per week, Monday Friday within a working window of 8:00am-6:00pm. There will be a need for you to work the extended customer window including evenings and weekends when required.

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, its so much more than this. We look after communities, protect the environment, and plan to look after Yorkshires 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 regions 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:

We currently have an exciting opportunity for a Capital Customer Experience Lead to join our Customer Management Centre. You will provide exceptional customer service for the most complex sensitive customer issues across multiple channels and in line with our Customer Promise and 10 year?strategy,?ensuring we do?whats?right for customers and right for the environment. You will manage sensitive and high-impact customer issues to effective resolution using expert customer management skills, providing face to face customer engagement as required. You will work with key stakeholders across the business to improve how we deliver our Capital Infrastructure schemes to mitigate customer issues and identify key learning and opportunities.

• Attend and facilitate root cause analysis sessions to help support the closure of challenging complaint cases.
• Proactively lead scheme analysis sessions to reduce customer impact and mitigate high-risk complaints.
• Attend operational hub meetings and work cross functionally with colleagues to resolve long-standing or challenging customer problems
• Work alongside other senior customer recovery roles to support the recovery team with their workloads.
• Effectively manage personal queues/workloads/customer cases in line with agreed SLAs
• Support and attend escalated customer incident meetings in line with the company's escalation process.
• Support operational teams in local liaison meetings linked to high profile capital schemes.
• Provide onsite customer coordination support during capital scheme delivery.
• Identify any vulnerable customers and register them for the appropriate services.
• You will form and own customer impact reports to provide visibility of issues and challenge the operational business to find new and innovative solutions.

What skills are we looking for?

• You will be enthusiastic in delivering excellent Customer Experiences
• You will have strong IT skills, particularly strong excel knowledge in regards pivot tables and basic formulas
• Self-motivated, you will be able to work on own initiative and use problem solving skills to be able to resolve customer issues.
• Strong networking and influencing skills with an ability to challenge and negotiate.
• Demonstrates a can-do attitude and a solution focused approach.
• Excellent communication skills both written and verbal.
• Comfortable working in a performance driven environment - 1:1 coaching, and feedback will be provided to support ability to improve own performance
• Adaptable to change and being flexible to different options/ways of working
• Full UK driving licence with no more than 6 points

Although we operate 24 hours a day, 365 days a year, its important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isnt always easy!

Do we sound like your cup of tea?

If youve excellent Customer Service skills and experience and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you. Please complete the application process and submit an up to date CV and covering letter outlining your suitability for the role.

Recruitment Process

Closing date 4th June, 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. No agencies please.