We offer a salary range from £32,604 - £40,755 per annum dependent on experience.
Benefits include:
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.
We have an exciting opportunity for a Customer Experience Lead to join the Customer Experience Capital Team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers.
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. Customer Experience Team Capital are a key part of how we plan to meet the changing expectations of customers and regulators.
Where you fit in:
You will be responsible for providing exceptional customer service for some of the most complex & sensitive customer issues across the capital programme and in line with Our Strategic Ambition, Behaviours & Customer Promise.
The role of the Customer Experience Lead is to manage sensitive and high-impact customer issues to resolution using expert customer management skills, providing face to face customer engagement as required.
You will be the point of contact for escalated customer issues, using stakeholders across the business to resolve customer issues and identify key learnings and opportunities, whilst attending and facilitating root cause analysis sessions to drive closure of complex complaints.
You will be working as part of the Customer Management Centre driving the ability to deliver exceptional customer recovery, delivering an exceptional level of customer service in a dynamic and fast-paced environment.
What Key Skills & qualifications you will need:
1. Excellent Customer Service skills – able to use emotional intelligence to understand customer needs and recover their complex issue.
2. Able to work on your own initiative and use problem-solving skills to resolve customer issues.
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 tailored communication skills – both written and verbal. Able to write clear and concise letters.
6. Comfortable working in a performance-driven environment - 1:1 coaching, and feedback will be provided to support ability to improve own performance.
7. Adaptable to change and being flexible to different options/ways of working.
8. Able to see the bigger picture from both a customer and a Yorkshire Water perspective to get the right outcome for all.
9. Excellent organisational skills with the ability to prioritise and meet deadlines.
10. Awareness of the media and potential Public Relations impact for Yorkshire Water in regards to any escalated cases.
11. Able to identify opportunities for improvement and propose solutions.
12. Excellent networking skills, able to develop and maintain excellent stakeholder networks across the operations teams.
13. Full UK Driving License with less than 6 points with business insurance.
14. Excellent IT skills with a good level of Excel Knowledge – Pivot Tables and Basic Formulas.
You will also benefit from:
1. Understanding of Capital projects.
2. Understanding of Land Entry process.
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 in Customer Service 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.
If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process.
Recruitment Process:
Closing Date: 13th April, 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.
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