Water Connections Delivery Lead

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, depending on experience £46.982 - £58,727 (band 4a)
• 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 Water Connections Delivery Lead progression plan
• 25 days annual leave plus bank holidays – plus 2 extra wellness days!
• 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 September 2026, so you’ll be based there in the future - Hybrid Working (3 days office a week – Bradford/Leeds)

Work type: Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Water Connections Delivery Lead to join the Developer Services team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. 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. Developer Services are a key part of how we plan to meet the changing expectations of customers and regulators. 

This role is responsible for leading the delivery of water connection services for small developers, ensuring a seamless end-to-end customer journey from application acceptance through to connection readiness. Leading a case management approach supported by on-site technical teams, the role ensures applications are progressed efficiently, customers receive a high-quality service, and operational activities are aligned to customer needs and business priorities. Through effective leadership, performance management and coordination of both desk-based and field teams, the role drives safe, compliant and right-first-time delivery while continuously improving operational performance, customer satisfaction and overall service outcomes.

Where you fit in:

As our Water Connections Delivery Lead you will

• Lead and embed the water connections case management model, ensuring clear ownership, effective communication and seamless progression of customer journeys from application acceptance through to connection readiness.
• Manage the performance of Case Managers and Developer Services Technicians, ensuring workloads are balanced, cases progress efficiently and service standards and regulatory timescales are consistently achieved.
• Own customer satisfaction and D-MeX performance for water connections, proactively driving improvements against W3.1 (timeliness) and W4.1 (customer perception) measures.
• Ensure effective coordination between desk-based case management and field-based technical delivery teams to support right-first-time connection outcomes.
• Oversee complex, high-risk and escalated customer cases, identifying potential issues early and implementing appropriate solutions to minimise impacts on customers and operations.
• Ensure customers are fully prepared for connection activities through effective case management, proactive communication and post-works verification, reducing delays, aborted visits and rework.
• Monitor operational performance, customer feedback and service data to identify trends, risks and opportunities for improvement, driving greater efficiency and customer experience.
• Build strong collaborative relationships with internal stakeholders, operational teams and customers to ensure aligned delivery and positive service outcomes.
• Drive continuous improvement initiatives that enhance application quality, case progression, operational performance and overall service delivery.
• Promote a culture of accountability, customer focus and high performance, ensuring connections are delivered safely, compliantly and in line with Yorkshire Water standards and expectations.

What skills & qualifications you will need:

• Proven experience leading teams within a customer-facing, operational or service delivery environment.
• Strong understanding of customer journey management, case management processes and workload prioritisation.
• Experience managing performance against service levels, KPIs and customer satisfaction measures.
• Excellent organisational skills with the ability to manage multiple priorities, risks and competing demands effectively.
• Strong analytical skills with the ability to interpret operational data, identify trends and drive performance improvements.
• Confident user of Microsoft Office, CRM systems and case management platforms, with the ability to produce accurate reports and insights.
• Excellent communication, stakeholder management and relationship-building skills, with the ability to influence and engage at all levels.
• Full UK driving licence, with the ability to balance customer, operational and regulatory requirements while leading high-performing teams.

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 experience as a Water Connections Delivery Lead and want to help us deliver great 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.  

Closing date – 14th August

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.