Head of Service Operations – Customer Experience - To lead the YW Customer Service operation

This is a pivotal role in leading our service operational teams and delivering a premium customer experience for Yorkshire Water domestic customers across the region. This role will have a variety of key cross functional projects to lead across the organisation and is a hugely influential role to help drive the right culture and customer centric ethos.

Yorkshire Water’s strategy is clear – creating a thriving Yorkshire, Right for Customers and Right for the Environment.  We are fortunate to serve the hearty people of Yorkshire and across the region, we have c4000 colleagues that help serve over 5m customers.  Our customer service team is made up of circa 200 colleagues ranging from customer service agents, schedulers and specialist roles focusing on complex case management and social media.  Alongside this, we have a clear ambition on digitising our business and the remit of this role focused on driving digital transformation for our customers and across our business. 

We are looking for a transformational and inspiring leader to take our service organisation to the next level in creating customer delight and digital growth. A key member of the Customer Experience leadership team, you will need to be able to influence across different areas of the business to drive performance and results using agility and a growth mindset.

About the role

In your new role as the Head of Service Operations, you will create an inclusive environment that values different perspectives, teamwork, and collaboration, and where everyone can make a difference and reach their potential.

You will be customer focused, with responsibility for creating and implementing a clear service vision and strategy. You will lead a customer service operation that brings a lifetime customer value with the aspiration of delivering on our brand promise of delivering experiences fuelled with ease, care and value.

As a leader you will build key relationships across the rest of the Customer Experience team and critically with our Clean, Waste and Capital Delivery teams.  You will use your influencing skills to ensure that we keep the customer at the heart of everything we do and relentlessly drive towards our ambition of always getting things right for our customers. 

What you will need to bring to the role


•    Strong leadership skills with demonstrable experience leading customer service teams and the ability to engage and influence a desk based workforce.
•    Operational experience with an attention to detail that will ensure a comprehensive and premium customer experience.
•    Experience in delivering continuous improvement across operations to meet the strategic, financial, and operational objectives of the business.
•    Excellent communication and influence skills with the ability to bring key stakeholders along our customer experience journey and ensure that the ambitions for your area of the business are represented in all key business workstreams.
•    Bring to life for the business innovative mechanisms for continuous improvement, helping optimise every stage of the customer journey through tech, processes and people 
•    Implement a performance culture and routine within the team to unleash their full potential through regular 1:1s, coaching, setting stretching objectives and providing regular feedback on performance and results 

The customer service team will be based in Bradford and the role holder is expected to spend the optimal time needed with their team. We do offer the flexibility to work on a hybrid basis, with the expectation that you will regularly work from our Bradford HQ to support the service teams,  in person meetings and other leadership activities.

If you’re an experienced Customer Experience professional 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.

We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply. 

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.  

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.

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.

Head of Service Operations