Manager of Customer Operations - Small Developers in Leeds

Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Manager of Customer Operations role.

We offer a competitive salary, circa £70-80k per annum dependant on experience.

• A company car allowance scheme (£7,200 per annum)
• Annual incentive related bonus (up to 20% of annual salary for the 2026/2027 performance year)
• Private health care (Self & Dependant)
• Attractive pension scheme (up to 12% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays - plus an extra wellness day!
• 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!

Where I’d work: 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. There will hybrid working in place, with an expectation to be in the office 3 days per week.

Work type: Permanent. Working full time, 37 hours per week, Monday - Friday between a working window of 8:00am-6:00pm.

We have an exciting new opportunity for a Manager of Customer Operations - Small Developers to join us in our Developer Services function and play a key role in transforming our customer experience for customers with new developments.

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 our Manager of Customer Operations - Small Developers, you will be responsible for managing the entire customer journey for individual homeowners and small developers. You will ensure comprehensive accountability for regulatory performance throughout the Domestic Customer process, from initial application to asset construction by the delivery partner, while facilitating effective collaboration between the business and the customer. As individual homeowners and small developers represent the majority of our DMEX population, this role has significant influence on Yorkshire Water’s DMEX outcomes, with potential to contribute to the company either £8 million in rewards or penalties depending on performance. You will be a passionate advocate for the customer, representing their voice in both internal and external forums and using insights to shape and enhance the end-to-end customer journey. You will own the delivery of the transformation strategy for domestic customers, aligning digital innovations and process improvements to enable a best-in-class service model. You will lead strategic improvements across customer experience, operational efficiency, productivity, health & safety, and environmental performance, delivering strong commercial outcomes and setting new standards for service excellence. Consequently, driving an improvement in DMEX performance.

A strong people leader, you will inspire, lead, and mentor your team by embedding a strong service culture, performance frameworks, coaching programmes, and retention strategies to build both a high-performing and highly engaged workforce. You will also establish and maintain strong relationships with internal teams in Yorkshire Water (e.g. Water Distribution, Wastewater Networks) and external partners, including Local Authorities and regulatory bodies, to ensure seamless service delivery.

What skills & qualifications are we looking for?

• Knowledgeable in regards the new development sector, including both water and wastewater networks, construction methods, and industry initiatives, to lead Developer Services in delivering a market-leading customer experience.
• Knowledgeable in regards the water industry, with experience in Developer Services or regulated customer service environments.
• Previous experience in Operations Management, preferably in a highly regulated or customer-centric industry.
• Also previous experience of managing and developing large teams.
• Experienced in leading transformational change projects.
• Capable of setting strategic direction, managing performance, and addressing underperformance effectively.
• Solid understanding of cost structures and financial contributions, with the ability to apply this knowledge to improve operational efficiency.

Although we operate 24 hours a day, 365 days a year, it’s really 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!

If you’re a strong leader/Operations Manager and understand the new development sector, including both water and wastewater networks and are passionate about delivering an exceptional 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.

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process Closing date – 11th February 2026. 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.