Customer Success Specialist in Leeds

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer salary from £27,717 - £34,296 per annum, depending on experience
• Annual performance related bonus (£1000 maximum bonus opportunity for the performance year)
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Success Specialist progression plan
• 25 days annual leave plus bank holidays - plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• A great benefits package - choose from 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 role will initially be based in Bradford but we’re 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 and home working. We work 3 x days in the office per week.

We have an exciting opportunity for a number of Customer Success Specialists to join the Customer Experience function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Are you passionate in owning a customer journey to provide the best customer service from first contact to resolution? Then this could be the role for you.

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:

You will provide an exceptional level of customer service, owning and managing customers who have operational issues. You will act as a single point of contact for these customers to ensure an efficient and seamless customer journey.

You will utilise multiple incoming customer contact channels and work closely with internal stakeholders to resolve customer concerns, all contributing to our company vision A thriving Yorkshire. Right for customers. Right for the environment.

Key responsibilities will include:

• Taking ownership of complex customer issues, identifying the customers’ needs and utilising the internal stakeholder network to drive a resolution, within defined service level agreements (SLA’s).
• Providing effective recovery solutions that are both beneficial to the customer and the business.
• Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
• Identifying vulnerable customers and registering them for appropriate services and managing in line with their specific needs.
• Effectively and proactively managing personal queues/workloads/customer cases in line with SLA’s.
• Identifying and escalating any potential operational risks or issues using our documented escalation framework.
• Driving continuous improvement to benefit colleagues and the customer journey.

What skills are we looking for?

This role requires excellent communication skills, both verbally and written, to ensure we maintain high standards in regards to our customer responses and to ensure we can tailor our communications effectively.

You will be enthusiastic in delivering an excellent customer experience with a strong background in customer service. You will enjoy working with others, with the ability to challenge, make decisions and negotiate when necessary. You will have strong networking and influencing skills.

You will be driven and resilient in adapting to customer needs in an operational environment. You will have a can-do attitude and a solution-focused approach. You will be able to work on your own initiative and use problem-solving skills to resolve customer issues.

You will have a desire to develop in the role and be comfortable working in a performance-driven environment, where there is a focus on one-to-one coaching and support, using feedback to improve performance.

You will be adaptable to change and flexible to different options/ways of working. Good IT skills are essential, with the knowledge in using Microsoft Office - Word, Excel, Outlook.

We will support you through defined progression plans, give you an excellent onboarding and induction experience and provide you with the tools and support to deliver a great customer experience.

We will encourage you to grow and develop your skills during your career with us.

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.

Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process

Closing Date - 4th January, 2026

Interview assessments to take place w/c 5th and 12th January, 2026

We are looking for successful candidates to be available to start in role from a date to be confirmed in February, 2026. A full training programme will be provided.

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.

No agencies please.