Catchment Team Leader

Catchment Team Leader

Salary: £35,178 – £43,910 per annum dependent on experience. We also offer an annual performance related bonus, a pension scheme (up to 12% company contribution), development opportunities, and a comprehensive benefits package.

Benefits include 25 days annual leave plus 8 bank holidays, plus an extra wellness day; life assurance cover of 4 times pensionable salary; access to a range of voluntary benefits (health cash plan, 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 an exciting opportunity for a Catchment Team Leader to join the Customer Management Centre in Yorkshire Water.

This is a temporary fixed-term opportunity for 12 months. You will be working full time (37 hours per week) with a pattern of 12:00pm–8:00pm Monday to Friday, including an alternative weekend shift with corresponding days off in the week.

Role based in Bradford initially; the office will move to Leeds Valley Park in summer 2026. Hybrid working is available.

We provide essential water and wastewater services to the Yorkshire region, supporting communities, protecting the environment, and contributing to health, wellbeing and prosperity.

You will lead and manage a team of Customer Resolution Agents and Schedulers within the Customer Management Centre, to resolve customer issues across multiple channels. You will ensure the team manages the customer journey from identifying the problem to sending the right engineer to resolve issues first time, supporting customers across the Yorkshire region. You will work with the wider team to deliver excellent customer service in a dynamic environment aligned with our strategy “A thriving Yorkshire.

Right for customers. Right for the environment.”

• Lead and manage a team of Customer Resolution Agents and Schedulers to meet service levels (SLA).
• Collaborate with stakeholders to allocate daily resources in the contact centre.
• Use data to identify process improvements and coach the team to enhance performance.
• Conduct regular coaching, performance management and development aligned with policies and customer promises.
• Perform quality assurance on customer contacts to ensure effective resolution.
• Contribute to a positive workplace culture and strive to make Yorkshire Water a great place to work.
• Understand the Catchment team’s contribution to the Customer Experience Operations plan and articulate the team’s role in achieving it.
• Maintain health, safety and wellbeing; ensure Safe Working Practices and Risk Assessments are in place.
• Support personal development for yourself and your team, fostering a coaching culture and continuous improvement.
• Understand Yorkshire Water policies and engage with stakeholders to conduct meetings such as capability and sickness/absence reviews.
• Hold regular 1:1s and performance reviews, including reward and recognition considerations.

• Strong background in customer service with experience managing people in a busy environment.
• Ability to work on own initiative, solve problems, prioritise and communicate effectively (written and verbal).
• Ability to interpret data and draw meaningful conclusions; comfortable with a performance-driven culture and coaching frameworks.
• Excellent interpersonal skills to build relationships with stakeholders; strong networking, influencing, negotiation and challenge skills.
• Good IT skills; familiarity with Yorkshire Water corporate systems and Microsoft Office (especially Excel – pivot tables and basic formulas).

If you are interested, please complete the online application and submit a covering letter and CV outlining your suitability. The closing date is 19 February 2026. Pre-employment checks may include a Basic Disclosure Check and, depending on the role, security vetting (Counter Terrorist Check or Security Check). All roles may require a medical questionnaire and further medicals where required.

We are committed to removing barriers in our recruitment process and offer adjustments to make applications accessible. If you have an accessibility need, please indicate this in your application so we can discuss reasonable adjustments.

Kelda Group reserves the right to close this position before the published closing date if necessary. No agencies.