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- Tasks: Lead customer experience initiatives and resolve complex customer issues with a proactive approach.
- Company: Join Yorkshire Water, a vital service provider in the heart of England.
- Benefits: Enjoy competitive salary, generous leave, health benefits, and a supportive work environment.
- Why this job: Make a real difference in your community while developing your career in a dynamic industry.
- Qualifications: Strong communication skills and a passion for excellent customer service are essential.
- Other info: Flexible hybrid working model with opportunities for personal and professional growth.
The predicted salary is between 28600 - 32500 ÂŁ per year.
Company Description: Water Utility Company based in Yorkshire region of England.
Benefits:
- Salary: ÂŁ32,604 - ÂŁ40,755 per annum, depending on experience
- Annual incentive related bonus (up to ÂŁ1,000 maximum bonus opportunity for the performance year)
- Attractive pension scheme (up to 12% company contribution)
- Development opportunities in line with the Capital Customer Experience Lead progression plan
- 25 days annual leave + bank holidays + an extra wellness day
- Life assurance cover of 4Ă— pensionable salary
- Health cash plan scheme, critical illness insurance, dental insurance, life assurance flex, 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 will be 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 and on site.
Work Type: This is a permanent opportunity. You will be working full time, 37 hours per week, Monday‑Friday within a working window of 08:00–18:00. There will be a need to work the extended customer window including evenings and weekends when required.
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. 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 mean that this is an exciting time to discover opportunities within the water industry.
Where You Fit In: We currently have an exciting opportunity for a Capital Customer Experience Lead to join our Customer Management Centre. You will provide exceptional customer service for the most complex & sensitive customer issues across multiple channels and in line with our Customer Promise and 10‑year strategy, ensuring we do what is right for customers and right for the environment. You will manage sensitive and high‑impact customer issues to effective resolution using expert customer management skills, providing face‑to‑face customer engagement as required. You will work with key stakeholders across the business to improve how we deliver our Capital Infrastructure schemes to mitigate customer issues and identify key learning and opportunities.
Key Responsibilities:
- Attend and facilitate root‑cause analysis sessions to help support the closure of challenging complaint cases
- Proactively lead scheme analysis sessions to reduce customer impact and mitigate high‑risk complaints
- Attend operational hub meetings and work cross‑functionally with colleagues to resolve long‑standing or challenging customer problems
- Work alongside other senior customer recovery roles to support the recovery team with their workloads
- Effectively manage personal queues, workloads and customer cases in line with agreed SLAs
- Support and attend escalated customer incident meetings in line with the company’s escalation process
- Support operational teams in local liaison meetings linked to high‑profile capital schemes
- Provide onsite customer coordination support during capital scheme delivery
- Identify any vulnerable customers and register them for the appropriate services
- Form and own customer impact reports to provide visibility of issues and challenge the operational business to find new and innovative solutions
What Skills Are We Looking For?
- Strong enthusiasm for delivering excellent customer experiences
- Strong IT skills, particularly Excel (pivot tables and basic formulas)
- Self‑motivated, able to work on own initiative and use problem‑solving skills to resolve customer issues
- Strong networking and influencing skills with an ability to challenge and negotiate
- Can‑do attitude and a solution‑focused approach
- Excellent communication skills, written and verbal
- Comfortable working in a performance‑driven environment – 1:1 coaching and feedback will be provided to support improvement
- Adaptable to change and flexible to different ways of working
- Full UK driving licence with no more than 6 points
Recruitment Process: Closing date 13 March 2026. If successful, 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 a Counter‑Terrorist Check or Security Check clearance. All 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 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 reasonable adjustments. Kelda Group reserves the right to close this position before the published closing date, should the need occur. Therefore we advise that you complete and submit your application as soon as possible. No agencies please.
Customer Experience Lead in Leeds employer: CUPONING PULICIDAD S.L.
Contact Detail:
CUPONING PULICIDAD S.L. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead in Leeds
✨Tip Number 1
Get to know the company inside out! Research Yorkshire Water's values, recent projects, and community initiatives. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience. Think about how you can demonstrate your problem-solving skills and adaptability, as these are key for the role of Customer Experience Lead.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Yorkshire Water and ready to dive into the role.
We think you need these skills to ace Customer Experience Lead in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Lead role. Highlight your relevant experience and skills that align with what we’re looking for, especially in customer service and problem-solving.
Show Your Enthusiasm: We love candidates who are passionate about delivering excellent customer experiences. Let your enthusiasm shine through in your application – share examples of how you've gone above and beyond for customers in the past!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We want to see your communication skills, so make sure your writing is easy to read and understand.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at CUPONING PULICIDAD S.L.
✨Know Your Customer Experience
Make sure you understand the key responsibilities of the Capital Customer Experience Lead role. Familiarise yourself with how the company handles customer issues and their approach to service delivery. This will help you demonstrate your enthusiasm for delivering excellent customer experiences during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complex customer issues in the past. Think about specific situations where you used your problem-solving skills to turn a negative experience into a positive one. This will highlight your ability to manage sensitive customer cases effectively.
✨Brush Up on Your IT Skills
Since strong IT skills, particularly in Excel, are essential for this role, make sure you're comfortable with pivot tables and basic formulas. You might be asked to demonstrate your proficiency, so consider doing a quick refresher before the interview.
✨Be Ready to Discuss Stakeholder Engagement
The role involves working with various stakeholders, so be prepared to discuss your networking and influencing skills. Think of examples where you've successfully collaborated with others to achieve a common goal, especially in challenging situations. This will show that you can work cross-functionally and support the recovery team effectively.