We offer a salary range from £32,604 - £40,755 per annum dependent on experience.
Benefits:
1. Annual performance related bonus
2. Attractive pension scheme (12% company contribution from April)
3. Development opportunities in line with the Customer Experience Lead progression plan
4. 25 days annual leave plus bank holidays - plus an extra wellness day!
5. Life assurance cover of 4 times pensionable salary
6. A great benefits package - choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
7. Retail savings scheme
8. Online GP service, cycle to work scheme, gym membership discounts and many more!
Location: Bradford (Hybrid Working)
Work type: Permanent. Working full time 37 hours per week, Monday – Friday between 8am and 5pm however some flexibility will be required.
Role Overview:
We have an exciting opportunity for a Customer Experience Lead to join the Customer Experience Capital Team at Yorkshire Water and help provide the best service to our customers.
What we do:
We ensure that over 5.4 million people living in Yorkshire have clean and safe drinking water and that their wastewater is taken away. We look after communities, protect the environment, and plan to manage Yorkshire's water.
Where you fit in:
You will provide exceptional customer service for complex & sensitive customer issues across the capital programme. You will manage high-impact customer issues to resolution, using expert customer management skills and facilitating root cause analysis sessions.
Key Skills & Qualifications:
1. Excellent Customer Service skills – able to understand customer needs and recover their complex issues.
2. Able to work on your own initiative and use problem-solving skills.
3. Good networking and influencing skills with an ability to challenge and negotiate.
4. Demonstrates a can-do attitude and a solution-focused approach.
5. Excellent communication skills – both written and verbal.
6. Comfortable working in a performance-driven environment.
7. Adaptable to change and flexible to different working options.
8. Able to see the bigger picture for optimal outcomes.
9. Excellent organisational skills with the ability to prioritise and meet deadlines.
10. Awareness of media and potential Public Relations impact for escalated cases.
11. Able to identify opportunities for improvement and propose solutions.
12. Excellent networking skills across operations teams.
13. Full UK Driving License with less than 6 points and business insurance.
14. Excellent IT skills with a good level of Excel knowledge.
You will also benefit from:
1. Understanding of Capital projects.
2. Understanding of Land Entry process.
We support flexible working patterns and job share options to help you balance work and home life.
Do we sound like your cup of tea?
If you have experience in Customer Service and want to help us deliver great service while looking after the environment, please apply today.
Recruitment Process:
Closing Date: 13th April, 2025
If successful, you will undergo pre-employment checks including a Basic Disclosure Check. All roles are subject to a medical questionnaire.
We are committed to making our recruitment process accessible. If you have an accessibility need, please include this information in your application.
Kelda Group reserves the right to close this position before the published closing date, so please apply as soon as possible.
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