Wholesale Service Desk Advisor

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 £26,041 - £32,043 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 Wholesale Service Desk Advisor 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!

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.

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.

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.

We currently have an exciting opportunity for a Wholesale Service Desk Advisor to join the Wholesale Service Desk. You will support Non-Household (NHH) Retailers and stakeholders with service requests such as meter testing, meter installations, verification of supply, Trade effluent consent applications, disconnections and reconnections. We also offer non-regulated services such as a meter reading contract and data logging service.

This is a vital customer service role, as you will be the first point of contact for Retailers and stakeholders contacting the business. Your role will involve handling day to day queries, applications and jeopardy management of existing service requests.

You will work as part of the team to deliver excellent customer service whilst ensuring SLA’s and Operational Performance Standards (OPS) targets are met. Liaising with office and field-based colleagues, you will drive for improvements in efficiency and service.

The NHH market is governed by competition rules and you'll play a key part in ensuring that we provide a fair and consistent service.

As the first point of contact for the customer, you will provide adequate cover for incoming phone calls during office hours and provide advice and technical support to customers.

As the first point of contact for our customers, you will need outstanding communication and interpersonal skills, along with proven experience in delivering excellent customer service. The role also includes making outbound calls, so confidence in engaging with customers and a strong commitment to providing a high quality service are essential.

You will be able to work on your own initiative and as part of a team and demonstrate an empathetic attitude with our customers. You will develop and maintain effective internal and external relationships with our customers and key stakeholders. You will prioritise workload and deal with the changing demands of the business, being flexible to work between different work streams.

You will also be experienced in using Microsoft Office systems including Outlook, SharePoint, Word and…