Customer Case Manager

•    We offer a salary from £28,895 - £35,754 per annum depending on experience (Also includes a 20% shift allowance in addition to the base salary)
•    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 Customer Case Manager progression plan
•    25 days annual leave plus bank holidays – plus two wellness days! 
•    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 is a site based role, it 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. 
 

Work type:  This is a permanent opportunity. You will be working full time, 37 hours per week. You will be working 20:00pm - 08:00am working on a rotational shift pattern across Monday to Sunday.

What we do:

 
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? 

As one of our Customer Case Managers you will support and deliver operational excellence across Customer Service, whilst maintaining a focus on Health and Safety regulatory compliance, operational integrity in relation to our performance commitments. 

You will handle and manage inbound operational (water and waste) customer contacts. You will deliver excellent customer service by taking ownership of customer issues and remaining focused on delivering a solution for the customer upon their first contact. Where a customer has a more complex issue which cannot be resolved, you’ll support in directing their problem to the right team who can help.

Part of this role, will be providing dedicated customer communication in the management of incidents, working alongside the current Service Events Coordinator managing both water and wastewater incidents.

Some of the key responsibilities include the following – 

•    Providing a professional customer service in handling Yorkshire water customer contacts whilst maintaining excellent levels of quality always within an out of hour’s environment
•    Identifying vulnerable customers and registering them for appropriate services, contributing towards our aim of being recognised as a trusted company
•    Updating and resolving channels of communication, particularly the Incident Database (In Your Area Map).
•    Providing support to the Duty Manager and the wider team during incidents.
•    Acting as a central point of contact for all operational contacts, ensuring that these are dealt with in accordance with the regulatory and GSS timescales
•    Use a high level of technical knowledge in relation to customer contacts and work alongside colleagues who remotely optimise the network during such impact
•    Managing Scheduler queues if required out of hours
•    Appointing and deploying Service Master for property restoration following incidents in and out of hours

What  skills & qualifications you will need? 

•    Passionate in delivering excellent Customer Experiences for our customers
•    Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
•    Adaptable to change and flexible to different options/ways of working
•    Excellent written and verbal communication skills, able to communicate effectively at all levels
•    Able to take on feedback to improve own performance and fully develop within the role
•    Previous experience of working in a performance driven environment 
•    Able to understand customer needs, show empathy and create positive outcomes.
•    Able to demonstrate drive, dedication and ambition to deliver first class customer service.
•    Excellent IT skills
•    A responsible individual, with the ability to cope under pressure calmly and rationally in a sometimes, stressful operational environment.
•    Able to take responsibility for your own health, safety and wellbeing and that of others.

If you’re an experienced customer service  professional who is interested in working in a 24/7 operational environment and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.
 

Please upload an up-to-date copy of your CV along with a cover statement outlining your relevant experience for the role.
 

Recruitment Process: 
 

Closing Date:   11th June