Customer Incident Advisor in Bradford

Benefits

• Salary of £29,723 - £36,991 per annum, dependent 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
• 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 more

Where I’d work

This role will initially be based in the Service Centre, Bradford, but we’re moving our office to Leeds Valley Park in the summer of 2026, so you’ll be based there thereafter.

Work type

This is a permanent, full‑time position. You will be expected to work between 6am and 10pm under the discretion of the manager and the needs of the team. This will include weekends, bank holidays, and a typical 222‑hour 6‑week rota. Roster changes will be consulted with you prior to implementation. Driving is occasionally required; you must hold a valid UK driving licence.

What we do

We provide essential water and wastewater services, protecting communities, the environment, and Yorkshire’s prosperity 24/7, 365 days a year. With new environmental legislation and investment, there are exciting opportunities to grow within the water industry.

Where you fit in

• Provide incident customer service, supporting customers needing extra help.
• Maintain compliance with health and safety, regulatory requirements, and operational integrity.
• Monitor and manage customer referrals, commitments, and correspondence in the Clean and Wastewater units.
• Act as the central point for incident operational contacts, ensuring regulatory and GSS timescales are met.
• Own processes related to operational responses for customers needing extra help, including running Priority Services Register reports.
• Understand customer needs and tailor responses to ensure accessible service.
• Contact customers who need extra help to keep them updated on service events.
• Attend customer properties when required and provide reassurance.
• Liaise with third‑party providers for seamless service and use reporting mechanisms for level one assurance.
• Maintain and update data sources to ensure accurate, informative records.
• Identify ways to improve service provision to customers needing extra help, exceeding regulatory and strategic commitments.

Broader Incident Response and Improvements

• Use various communication channels to provide timely updates during operational events, coordinating with the communications team.
• Support the Duty Manager and team during incidents.
• Resolve high‑priority, complex, and emergency customer impacts.
• Manage escalation to ensure rapid resolution alongside 24/7 colleagues.
• Apply technical knowledge in customer contacts and collaborate to mitigate impact.
• Provide out‑of‑hours service via a formal standby arrangement.

What skills & qualifications you will need

• Good understanding of company systems (Advantex, SAP, Odyssey, social media platforms, ICOM, and related principles).
• Ability to analyse data for insights and improvement suggestions.
• Excellent interpersonal and customer service skills with strong empathy.
• Strong verbal and written communication.
• Drive, dedication, and ambition for first‑class service.
• Build relationships with internal and external customers, adapting to individual needs.
• Collaborate with senior stakeholders and influence decision‑making.
• High organisation, multitasking, time‑management skills, and ability to meet stringent timescales.
• Anticipate problems, understand cause and effect, and propose practical solutions.
• Flexible, responsible, and efficient under pressure.

Yorkshire Water supports flexible work patterns and job share options where possible, aiming to give you more control over your time and responsibilities.