Customer Success Specialist

Customer Success Specialist

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

• We offer salary from £27,717 - £34,296 per annum, depending on experience
• Annual performance 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 Success Specialist 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 3 x days in the office per week.

Work type:
Permanent roles available, working full time between a working window of 8:00am-6:00pm, Monday - Friday.

We have an exciting opportunity for a number of Customer Success Specialist’s to join the Customer Experience function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Are you passionate in owning a customer journey to provide the best customer service from first contact to resolution? Then this could be the role for you.

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 provide an exceptional level of customer service, owning and managing customers, who have operational issues, you will act as a single point of contact for these customers, to ensure an efficient and seamless customer journey.

You will utilise multiple incoming customer contact channels and work closely with internal stakeholders to resolve customer concerns, all contributing to our company vision A thriving Yorkshire. Right for customers. Right for the environment.

• Taking ownership of complex customer issues, identifying the customers’ needs and utilising the internal stakeholder network to drive a resolution, within defined service level agreements (SLA’s).
• Providing effective recovery solutions that are both beneficial to the customer and the business.
• Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
• Identifying vulnerable customers and registering them for appropriate services and managing in line with their specific needs.
• Effectively and proactively managing personal queues/workloads/customer cases in line with SLA’s.
• Identifying and escalating any potential operational risks or issues using our documented escalation framework.
• Driving continuous improvement to benefit colleagues and the customer journey.

This role requires excellent communication skills, both verbally and written, to ensure we maintain high standards in regards our customer responses and to ensure we can tailor our communications effectively.

You will be enthusiastic in delivering an excellent customer experience with a strong background in customer service. You will enjoy working with others, with the…