Catchment Team Leader in Leeds

Water Utility Company based in the Yorkshire region of England. Everywhere in Yorkshire, we provide essential water and wastewater services to 5.4 million people living in the region and visitors. We aim to ensure reliable supply of clean and safe drinking water and proper wastewater management, while protecting the environment and supporting the health, wellbeing and prosperity of the region. New environmental legislation, investment and evolving customer expectations make this an exciting time to work in the water industry.

Are you passionate about delivering great customer service and capable of supporting and developing a team of Customer Resolution Agents and Schedulers to resolve issues efficiently? You will lead and manage a team within the Customer Management Centre to resolve customer issues across multiple channels, ensuring the customer journey is managed from problem identification to sending the right engineer and delivering high service levels across the Yorkshire region. This role aligns with our company strategy: A thriving Yorkshire. Right for customers. Right for the environment. You will work with the wider team to deliver an exceptional level of customer service in a fast-paced environment.

Responsibilities

• Work alongside key stakeholders to take ownership of day-to-day resource allocation in the contact centre to deliver against agreed service level agreements (SLAs).
• Use data to identify process improvements that enhance the customer and colleague experience.
• Create an environment where people excel through effective performance management, coaching and development in line with policy and procedures.
• Identify coaching needs from data and develop action plans in collaboration with coaches to support effective customer resolution.
• Complete quality assurance checks of customer contacts to ensure effective resolution.
• Take personal responsibility for making Yorkshire Water a Great Place to Work (GPTW) by understanding our business strategy, values and customer promise.
• Understand the Catchment team’s contribution to the Customer Experience Operations business plan and explain your team’s role in achieving it.
• Take responsibility for health, safety and wellbeing of yourself and the team, ensuring Safe Working Practices and Risk Assessments are in place.
• Be responsible for your own development and your team’s development, creating a coaching culture focused on continuous improvement.
• Maintain Knowledge of Yorkshire Water policies and engage with stakeholders to conduct meetings such as capability and sickness/absence reviews.
• Conduct regular 1:1s and performance reviews in line with the reward and recognition policy.

Skills & Qualifications

• Strong background in customer service with experience in managing people in a busy customer service environment.
• Ability to work on own initiative, solve problems, prioritise workloads and meet deadlines; strong written and verbal communication skills.
• Ability to interpret data, draw meaningful conclusions and contribute to a performance driven culture; comfortable with feedback and self-improvement.
• Excellent interpersonal skills to build relationships with stakeholders within Customer Experience and across functions; strong networking, influencing and negotiation skills.
• Good IT skills; familiarity with Yorkshire Water corporate systems is desirable; experience with Microsoft Office, especially Excel (pivot tables and formulas).

Benefits

• Salary range from £35,178 – £43,910 per annum dependent on experience.
• Annual performance related bonus.
• Attractive pension scheme (up to 12% company contribution).
• Development opportunities in line with the Catchment Team Leader progression plan.
• 25 days annual leave plus 8 bank holidays plus an extra wellness day; in lieu days if required on bank holidays.
• Life assurance cover of 4 times pensionable salary.
• Benefit options including health cash plan, 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 more.
• Hybrid working arrangements; initial base in Bradford with future move to Leeds Valley Park (summer 2026).

Recruitment Process

• Closing date: 19 February 2026.
• Pre-employment checks may include Basic Disclosure and security vetting where applicable; medical questionnaire and further medicals when required.
• We are committed to accessibility and will provide adjustments in the recruitment process as needed.
• No agencies please. Kelda Group reserve the right to close the position early if required.