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Customer Experience Manager

 

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 £44,135 -£55,168 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 Experience Manager 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:  Bradford / Hybrid Working 

 

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

 

 

We have an exciting opportunity for a Customer Experience Manager 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

 

 

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:

 

 

You will work cross functionally across clean water and waste water to manage process and customer experience for the Customer Recovery team. You will lead on any incidents and develop a framework for how customers will be managed and updated throughout. 

 

You will lead on key relationships and engagement of escalated customer issues across the business.

 

 

You will – 

 

•    Own escalated customer incidents and lead a small team to attend on site and resolve customer queries. 
•    Be the point of escalation for the Customer Management Centre for all escalated incidents and represent the Customer Management Centre in escalated company meetings. 
•    Lead process improvement across designated area- and support in effective management of process 
•    Lead a team of Customer Experience Leads to offer face to face customer interaction and act as the incident lead for Customer Experience and attend  any company incident sessions.

 

 

What skills and qualifications are we looking for?

 

 

•    Excellent IT skills and you will be using a range of company IT systems in the role and a good level of Excel Knowledge – Pivot Tables and Basic Formulas
•    A strong background in customer service and a passion to deliver excellent customer experiences
•    Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
•    Ideally, understands key Yorkshire Water customer service processes, standards and service protocols
•    Strong networking and influencing skills with an ability to challenge and negotiate.
•    Demonstrates a can-do attitude and a solution focused approach.
•    Excellent and varied communication skills liaising with the team and also cross functionally.
•    Has an exceptionally high level of both written and verbal communication
•    Comfortable working in a performance driven environment - 1:1 coaching will be provided should use feedback to improve own performance
•    Competent with coaching performance framework to improve team performance,  whilst also taking on feedback to improve own personal performance
•    Excels working in a performance driven environment
•    Adaptable to change and being flexible to different options/ways of working
•    Experience of managing people in a busy customer service environment

 

 

Although we operate 24 hours a day, 365 days a year, it’s important to us that 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 know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy! 

 

Do we sound like your cup of tea?   

 

If you’ve got excellent customer service skills, then be sure to apply today to find out what a career with Yorkshire Water can offer you.   

 

 Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

 

Recruitment Process -

 

Closing Date –5th November, 2025

 

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

 

 All our roles are subject to a medical questionnaire, and further medicals when required.

 

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

 

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

 

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

 


  No agencies please

What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

Customer Experience Manager

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