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 £35,178 - £43,910 per annum depending on experience 
•    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 Supply Pipe Repair Team Leader 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: 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, with a hybrid working arrangement in place, a mix of office, home working.

Work type:  This is a fixed term opportunity for 12 months. You will be working full time, 37 hours per week, Monday – Friday within a working window of 8:00am-6:00pm.

What will the role involve? 

You will manage a team of Customer Recovery Agents who provide ownership of customer recovery of more complex issues across multiple channels in line with our customer promise and 10 year strategy ensuring we do what’s right for customers and right for the environment. You’ll be working as part of a wider team across the whole of the Customer Management Centre supporting each other to deliver our shared vision of brilliant Customer Recovery and delivering an exceptional level of customer service in a dynamic and fast paced environment.

Some of the main responsibilities are:  

•    Identifying escalated customer cases and working to recover them within the required SLA’s
•    Effectively managing personal queues/workloads/customer cases in line with agreed SLAs
•    Fully understand customer management protocols, Yorkshire Water service standards and the key customer service processes and systems
•    Create an environment where our people excel through effective performance management, coaching and development in line with the customer promise and Yorkshire Water’s policies and procedures
•    Encourage the team to propose solutions, create an environment for improvement ideas, works with other departments to support improvement change
•    Take responsibility for own development by keeping up to date with procedures and working practices

What skills are we looking for? 

•    Excellent IT skills as you will be using a range of IT systems in the role, particularly excel skills– Pivot Tables and Basic Formula.
•    A strong background 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.
•    Understands key 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 as you will be liaising with the team and also cross functionally. High level of both written and verbal communication skills.
•    Comfortable working in a performance driven environment and able to use a coaching performance framework to improve team performance,  whilst also taking on feedback to improve own personal performance
•    Adaptable to change and being flexible to different options/ways of working
•    Previous experience of managing people in a busy customer service environment

If this sounds like you and you’re 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 – 16th 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.