Customer Experience Lead

Company Description

Water Utility Company based in Yorkshire region of England.

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

• Salary: £32,604 - £40,755 per annum, depending on experience
• Annual incentive related bonus (up to £1,000 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 + bank holidays + an extra wellness day
• Life assurance cover of 4× pensionable salary
• Health cash plan scheme, critical illness insurance, dental insurance, life assurance flex, 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 will be 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, home working and on site.

This is a permanent opportunity. You will be working full time, 37 hours per week, Monday‑Friday within a working window of 08:00–18:00. There will be a need to work the extended customer window including evenings and weekends when required.

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 mean that this is an exciting time to discover opportunities within the water industry.

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 what is 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 and 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
• Form and own customer impact reports to provide visibility of issues and challenge the operational business to find new and innovative solutions

• Strong enthusiasm for delivering excellent customer experiences
• Strong IT skills, particularly Excel (pivot tables and basic formulas)
• Self‑motivated, able to work on own initiative and use problem‑solving skills to…