Senior Customer Service Manager

Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Senior Customer Service Manager role.

We offer a competitive salary dependant on experience

•    A company car allowance scheme (£7,200 per annum)
•    Annual incentive related bonus (up to 20% of annual salary)
•    Private health care (Self & Dependant)
•    Attractive pension scheme (up to 12% company contribution)
•    Life assurance cover of 4 times pensionable salary
•    25 days annual leave plus bank holidays – plus an extra wellness day!
•    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!

Where I’d work:  This role 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. There will hybrid working in place, with an expectation to be in the office 3 days per week.

Work type: Permanent. Working full time, 37 hours per week, Monday – Friday between a working window of 8:00am-6:00pm.

We have an exciting new opportunity for a Senior Customer Service Manager within the Customer Management Centre to play a key role in transforming our customer experience for customers across the Yorkshire region…Could this be you?

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:

The Senior Customer Service Manager is a strategic and influential role responsible for shaping and embedding a customer-centric culture across the Customer Service operations. You will focus on developing leadership capability at all levels, driving operational excellence, and embedding sustainable ways of working that deliver exceptional customer outcomes.

You will champion a culture of continuous improvement, innovation, and stakeholder engagement, ensuring that customer experience is at the heart of all operational decisions. You will lead and develop leadership teams, fostering an environment where strong leadership, accountability, and collaboration thrive.

You will play a pivotal part in delivering a high-performing, resilient, and future-ready service operation that supports the organisation's strategic objectives, regulatory requirements, and customer promises. You will collaborate with senior leaders, internal teams, partners, and stakeholders to embed customer-centric strategies, optimise workflows, and ensure effective stakeholder management.

What skills & qualifications are we looking for? 

•    Proven senior leadership experience with a track record of developing leadership capability, embedding ways of work, and driving cultural change.
•    Strong customer-centric mindset with the ability to influence and inspire teams at all levels.
•    Experience managing multi-function operations, with a focus on continuous improvement and operational excellence.
•    Skilled in stakeholder management, collaboration, and building strategic partnerships.
•    Deep understanding of digital transformation, process improvement, and automation.
•    Data informed decision making with advanced analytical skills.
•    Excellent communication, influencing, and negotiation skills.

It would also be beneficial if you have the following - 

•    Experience in leading cultural change and developing leadership talent.
•    Knowledge of regulatory environments and compliance frameworks.
•    Commercial acumen and experience managing budgets at scale.

Although we operate 24 hours a day, 365 days a year, it’s really 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’re a strong customer service leader with experience of developing leadership capability and are passionate about delivering an exceptional service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.  

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process – 

Closing date –29th March, 2026

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.