At a Glance
- Tasks: Deliver exceptional customer service and manage incident responses for Yorkshire Water.
- Company: Join Yorkshire Water, a leader in essential water services for millions.
- Benefits: Enjoy competitive salary, generous leave, health benefits, and a great pension scheme.
- Other info: Flexible work patterns available to support your work-life balance.
- Why this job: Make a real difference by supporting customers and ensuring safe water supply.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 29723 - 36991 € per year.
Salary: £29,723 – £36,991 per annum dependant on experience
Annual performance related bonus
Attractive pension scheme (up to 10% company contribution)
Life assurance cover of 4 times pensionable salary
25 days annual leave plus bank holidays – plus an extra wellness day
Benefits: 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 many more
Where you'd work: This role will initially be based in the Service Centre, Bradford, but will move to Leeds Valley Park in summer 2026.
Work type: Permanent, full‑time. Hours average 222 per six‑week rota period, with a typical shift between 6 am and 10 pm, including weekends, bank holidays and duty as required. Occupational driving may be required; a valid UK driving licence is a condition of employment.
What we do: Yorkshire Water provides essential water and wastewater services to over 5.4 million residents, protecting the environment, supporting communities and ensuring the supply of safe drinking water.
Where you fit in:
- Deliver dedicated incident customer service, supporting customers requiring extra help and maintaining operational integrity under health and safety regulations.
- Monitor and manage customer referrals, commitments and correspondence for the Clean and Wastewater business units, acting as a key incident operational contact in line with regulatory timescales.
- Own operational response processes for customers needing extra assistance, including running Priority Services Register reports to identify impacted customers and manage the response from start to finish.
- Assess individual customer needs and tailor responses, updating them on service events and planned support.
- Attend customer properties when required to provide on‑site response and reassurance.
- Collaborate with third‑party providers to ensure seamless service delivery and use reporting mechanisms for level one assurance.
- Maintain and update data sources for accurate records and insights into customer service performance.
- Identify opportunities to improve service provision for customers needing extra assistance, exceeding regulatory and strategic commitments.
Extended incident response and improvements:
- Use various communication channels to deliver timely, relevant updates during operational events, coordinating with the communications team.
- Provide support to the Duty Manager and wider team during incidents.
- Resolve high‑priority, complex, and emergency customer impact problems.
- Manage escalations to bring incidents to resolution swiftly, alongside 24/7 colleagues.
- Apply technical knowledge on customer contacts and collaborate with colleagues to mitigate impact, integrating insights into communications and response.
- Provide out‑of‑hours service as required through a formal standby arrangement.
What skills & qualifications you will need:
- Good understanding of company systems (Advantex, SAP, Odyssey, social media platforms, ICOM and related systems).
- Ability to analyse data for insights to reinforce performance and suggest improvements.
- Excellent interpersonal and customer service skills with high empathy; serve as the conscience of the customer in central control.
- Strong verbal and written communication.
- Drive, dedication and ambition to deliver first‑class service.
- Ability to build relationships with internal and external customers and adapt to individual requirements.
- Collaborate with senior stakeholders to inform them of field work and influence decision‑making.
- Highly organised, multitask, manage time efficiently to meet stringent timescales.
- Able to anticipate problems, understand causes, and devise practical solutions.
- Flexible, responsible and capable of working efficiently under pressure.
Yorkshire Water offers flexible work patterns and job share options where possible to support work‑life balance.
Customer Incident Advisor in Leeds employer: Kelda Group Limited 0000411940 - Kelda Group Limited
Yorkshire Water is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With competitive salaries, a comprehensive benefits package including an attractive pension scheme and wellness initiatives, employees are empowered to thrive both personally and professionally. The upcoming move to Leeds Valley Park in 2026 promises a modern working environment, further enhancing the experience for those dedicated to delivering vital water services to the community.
Contact Detail:
Kelda Group Limited 0000411940 - Kelda Group Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Incident Advisor in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees at Yorkshire Water on LinkedIn or through mutual connections. A friendly chat can give us insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and incident management. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve resolved customer issues or improved processes. We want to see how you can bring that drive and dedication to our team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Incident Advisor in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Incident Advisor role. Highlight your relevant experience and skills that match the job description, especially your customer service abilities and any technical knowledge you have.
Showcase Your Communication Skills:Since this role requires strong verbal and written communication, give examples in your application of how you've effectively communicated with customers or colleagues in the past. We want to see your ability to convey information clearly and empathetically.
Demonstrate Problem-Solving Abilities:Use your application to illustrate how you've tackled complex issues before. Share specific examples where you’ve identified problems and implemented solutions, as this will show us you're ready to handle the challenges of the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it’s super easy to do!
How to prepare for a job interview at Kelda Group Limited 0000411940 - Kelda Group Limited
✨Know Your Stuff
Familiarise yourself with Yorkshire Water's services and the role of a Customer Incident Advisor. Understand the key responsibilities, especially around incident management and customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role requires high empathy and excellent interpersonal skills, prepare examples from your past experiences where you've successfully handled customer issues. Highlight how you tailored your responses to meet individual needs, as this will resonate well with the interviewers.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you've anticipated problems and devised practical solutions in previous roles. Think of specific scenarios where you managed complex situations or escalations, as this will illustrate your ability to handle the pressures of the job effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the tools you'll be using (like Advantex or SAP), and how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
