Senior Capital CX Lead — Hybrid, Drive Complex Customer Impact

Benefits

• Salary £33,990 - £42,487 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 Capital Customer Experience Lead progression plan
• 25 days annual leave plus bank holidays – plus two wellness days!
• Life assurance cover of 4 times pensionable salary
• 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 late 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 onsite.

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. There will be a need for you 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. 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 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 dowhat’sright for customers and right fo the environment.

• 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/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.

• Enthusiastic in delivering excellent Customer Experiences.
• Strong IT skills, particularly strong Excel knowledge regarding pivot tables and basic formulas.
• Self‑motivated, able to work on own initiative and use problem solving skills to resolve customer issues.
• Strong networking and influencing skills with an ability to challenge and negotiate.
• Demonstrates a can‑do attitude and a solution focused approach.
• Excellent communication skills – both written and verbal.
• Comfortable working in a performance driven environment – 1:1 coaching and feedback will be provided.
• Adaptable to change and flexible to different options/ways of working.
• Full UK driving licence with no more than 6 points.

We support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life.

We invite you to apply today to find out what a career with Yorkshire Water can offer for you.