At a Glance
- Tasks: Manage customer contacts and deliver exceptional service in a fast-paced environment.
- Company: Join Yorkshire Water, a leader in providing essential water services.
- Benefits: Competitive salary, annual bonus, generous leave, and health benefits.
- Other info: Exciting opportunities in a dynamic, supportive work environment.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Passion for customer service and strong problem-solving skills required.
The predicted salary is between 28895 - 35754 £ per year.
Salary & Benefits
- £28,895 - £35,754 per annum depending on experience (includes 20% shift allowance in addition to the base salary)
- Annual incentive related bonus (£1,000 maximum bonus opportunity for the performance year)
- Attractive pension scheme (up to 12% company contribution)
- Development opportunities in line with the Customer Case Manager progression plan
- 25 days annual leave plus bank holidays – plus two wellness days
- Life assurance cover of 4 times pensionable salary
- 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 is a site based role, it will initially be based in Bradford but we are moving our office to Leeds Valley Park in summer 2026, so you will be based there in the future.
Work Type
This is a permanent opportunity. You will be working full time, 37 hours per week, 20:00 – 08:00 working on a rotational shift pattern across Monday to Sunday.
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.
Where you fit in
As one of our Customer Case Managers you will support and deliver operational excellence across Customer Service, whilst maintaining a focus on Health and Safety regulatory compliance, operational integrity in relation to our performance commitments. You will handle and manage inbound operational (water and waste) customer contacts. You will deliver excellent customer service by taking ownership of customer issues and remaining focused on delivering a solution for the customer upon their first contact. Where a customer has a more complex issue which cannot be resolved, you'll support in directing their problem to the right team who can help. Part of this role will be providing dedicated customer communication in the management of incidents, working alongside the current Service Events Coordinator managing both water and wastewater incidents.
Key responsibilities
- Provide professional customer service handling Yorkshire water customer contacts while maintaining excellent quality within an out of hour environment.
- Identify vulnerable customers and register them for appropriate services, contributing towards our aim of being recognised as a trusted company.
- Update and resolve channels of communication, particularly the Incident Database (In Your Area Map).
- Provide support to the Duty Manager and the wider team during incidents.
- Act as a central point of contact for all operational contacts, ensuring that these are dealt with in accordance with regulatory and GSS timescales.
- Use a high level of technical knowledge in relation to customer contacts and work alongside colleagues who remotely optimise the network during such impact.
- Manage Scheduler queues if required out of hours.
- Appoint and deploy Service Master for property restoration following incidents in and out of hours.
What skills & qualifications you will need
- Passionate about delivering excellent customer experiences for our customers.
- Able to work on own initiative and use problem solving skills to resolve customer issues.
- Adaptable to change and flexible to different options/ways of working.
- Excellent written and verbal communication skills, able to communicate effectively at all levels.
- Can take on feedback to improve own performance and fully develop within the role.
- Previous experience of working in a performance driven environment.
- Understand customer needs, show empathy and create positive outcomes.
- Demonstrate drive, dedication and ambition to deliver first class customer service.
- Excellent IT skills.
- Responsible with the ability to cope under pressure calmly and rationally in a sometimes stressful operational environment.
- Can take responsibility for own health, safety and wellbeing and that of others.
If you are an experienced customer service professional who is interested in working in a 24/7 operational environment and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer you.
Please upload an up-to-date copy of your CV along with a cover statement outlining your relevant experience for the role.
Recruitment Process
Closing Date: 11th June
Customer Case Manager - Out of Hours in Leeds employer: Kelda Group Limited 0000411940 - Kelda Group Limited
Yorkshire Water is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and development. With competitive salaries, generous benefits including a robust pension scheme and wellness days, and a commitment to career progression, employees are empowered to thrive in their roles. As we transition to our new office in Leeds Valley Park, team members will enjoy a vibrant working environment while contributing to the vital mission of providing clean and safe water to millions.
Contact Details:
Kelda Group Limited 0000411940 - Kelda Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Manager - Out of Hours in Leeds
✨Tip Number 1
Get to know the company inside out! Research Yorkshire Water's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Case Manager, you'll need to handle customer queries effectively. Role-play with a friend or use online resources to sharpen your verbal skills and ensure you can convey empathy and solutions clearly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Case Manager - Out of Hours in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to the role!
Craft a Compelling Cover Statement:Your cover statement is your chance to shine! Use it to explain why you're passionate about delivering excellent customer experiences and how your background makes you a perfect fit for us.
Showcase Problem-Solving Skills:In your application, give examples of how you've tackled customer issues in the past. We love seeing candidates who can think on their feet and resolve problems effectively!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly and helps us keep track of all the amazing talent out there.
How to prepare for a job interview at Kelda Group Limited 0000411940 - Kelda Group Limited
✨Know Your Stuff
Make sure you understand the role of a Customer Case Manager and the specific responsibilities it entails. Familiarise yourself with the company's services, especially how they handle customer issues related to water and wastewater. This knowledge will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your ability to deliver excellent customer service. Think about times when you resolved complex issues or went above and beyond for a customer. This will demonstrate your passion for providing top-notch service, which is crucial for this role.
✨Practice Problem-Solving Scenarios
Since the job involves handling operational customer contacts, be ready to discuss how you would approach various scenarios. Practise articulating your thought process in resolving customer issues, especially under pressure. This will showcase your problem-solving skills and adaptability, both of which are key for success in this role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about the team dynamics, the challenges they face, or how they measure success in customer service. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.
