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Senior Manager Asynchronous Messaging Channel Operations  

 

We offer a salary from £50-65k per annum,  depending on experience 

 

•    A company car cash allowance scheme 
•    Annual incentive related bonus (up to 10% of annual salary)  
•    Private health care (self only) 
•    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!  

 

Location: Bradford / Hybrid Working -2-3 days in the office at Bradford per week

 

Work type: This is a permanent opportunity, working full time 37 hours per week between a working window of 8:00am-6:00pm

 

We have an exciting opportunity for a Senior Manager Asynchronous Messaging Channel Operations to join the Customer Experience team in Yorkshire Water and lead on the introduction, operation, and success of a new inbound asynchronous messaging channel at Yorkshire Water, ensuring its seamless integration into the organisation’s customer service framework while delivering excellent customer outcomes. 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:

 


You will lead the introduction, operation, and success of a new inbound asynchronous messaging channel at Yorkshire Water, ensuring its seamless integration into the organisation’s customer service framework while delivering excellent customer outcomes. You will define the operating model, establish staffing plans, and drive success metrics for this innovative channel.

 

You will play a critical role in shaping the future of customer service at Yorkshire Water. By establishing and leading this transformative initiative, the successful candidate will contribute significantly to enhancing customer satisfaction and operational excellence.

 


Some role responsibilities include the following – 


Strategic Development
•    Define the operating model for the asynchronous messaging channel, aligning it with Yorkshire Water’s customer service strategy.
•    Identify best practices and industry standards to create a scalable and efficient messaging operation.
•    Develop a roadmap for implementation, considering technology, process, and people.
•    Ensure alignment with other customer service channels to provide a seamless omnichannel experience.

 


Operational Planning
•    Plan and execute the staffing strategy, including training, and optimising workforce capacity for the messaging channel.
•    Collaborate with IT and operational teams to ensure the messaging platform is robust, user-friendly, and capable of handling high volumes.
•    Develop service-level agreements (SLAs) and operational guidelines for the channel.

 


Performance Management
•    Monitor and report on key performance indicators (KPIs) such as response times, customer satisfaction scores, message resolution rates, and channel utilisation.
•    Identify opportunities for process improvement and innovation, ensuring continual enhancement of customer experience.
•    Establish feedback loops to capture customer insights and use them to refine the channel’s operations.

 

Leadership
•    Act as the organisational champion for the messaging channel, advocating for its benefits and gaining buy-in from stakeholders.
•    Lead and inspire a team to deliver exceptional service via the channel.
•    Collaborate across functions to ensure integration and alignment with broader business goals.

 

What skills are we looking for?  

 

•    Proven experience in managing messaging or similar digital communication operations.
•    Strong background in customer service leadership, including defining and executing service strategies in a fast-paced environment.
•    Ability to analyse and report on success metrics, using data-driven insights to inform decisions.
•    Familiarity with workforce planning and operational optimisation.
•    Experience in digital transformation and implementing new customer contact channels.
•    Strategic thinking and planning abilities, with a focus on customer-centric outcomes.
•    Excellent communication and stakeholder engagement skills.
•    Strong analytical skills for monitoring performance and identifying improvements.
•    Leadership and team management capabilities, able to inspire and coach teams.
•    Proficiency with messaging platforms and associated technologies.

 

 

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

 

Recruitment Process – 

 

Closing date – 28th August, 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.

Senior Manager - Asynchronous Messaging Channel Operations

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