Catchment Team Leader

Benefits

• Salary range: £36,673–£45,776 per annum dependent on experience
• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Catchment Team Leader progression plan
• 25 days annual leave plus 8 bank holidays – plus two wellness days. If required to work on a bank holiday, you will receive appropriate days in lieu
• 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 more

We currently have two exciting opportunities for Catchment Team Leader’s to join the Customer Management Centre.

We have one role on a permanent basis and one role which is a temporary post for 12 months. You will be working 12:00‑8:00 pm Monday to Friday with an alternative weekend shift with corresponding day's off during the week.

This role will initially be based in Bradford but we’re moving our office to Leeds Valley Park in September 2026, so you’ll be based there in the future. There will be hybrid working in place for this role.

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. 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.

Are you passionate about providing great customer service, do you think you can support and develop a team of Customer Resolution Agents and Schedulers in getting it right day & night? Then this could be the role for you.

You will lead and manage a team of Customer Resolution Agents and Schedulers within the Customer Management Centre, to effectively resolve customer issues across multiple communication channels. You will ensure the team manage the customer journey from identifying the problem to sending the right engineer to resolve the issue first time and helping and supporting our customers across the Yorkshire region.

This is in line with our company strategy “A thriving Yorkshire. Right for customers. Right for the environment.” You will be working with the wider team across the Customer Management Centre supporting each other to deliver our shared vision of delivering an exceptional level of customer service in a dynamic and fast paced environment.

• Work alongside key stakeholders to take ownership of the day to day resource allocation of the contact centre in order to deliver against agreed service level agreements (SLA’s)
• Use data to identify where processes can be improved and aligned to get it right for customer and colleague
• 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 develop action plans working alongside coaches
• Complete quality assurance checks of customer contacts to ensure effective resolution of customers
• Take personal responsibility for making Yorkshire Water a Great Place to Work (GPTW) through understanding our business strategy, demonstrating our values and delivering our customer promise
• Understand the Catchment team’s contribution to the Customer Experience Operations business plan and can clearly explain your team’s role to plan in achieving it
• Take responsibility for health, safety and…