At a Glance
- Tasks: Lead complex customer cases and deliver exceptional service across multiple channels.
- Company: Join Yorkshire Water, a vital service provider for over 5.4 million people.
- Benefits: Competitive salary, generous pension, wellness days, and a fantastic benefits package.
- Other info: Flexible working options and career development opportunities await you.
- Why this job: Make a real difference in customer experiences while supporting the environment.
- Qualifications: Strong IT skills, problem-solving abilities, and excellent communication are essential.
The predicted salary is between 33990 - 42487 £ per year.
Benefits
- Salary £33,990 - £42,487 per annum depending on experience
- Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
- Attractive pension scheme (up to 12% company contribution)
- Development opportunities in line with the Capital Customer Experience Lead progression plan
- 25 days annual leave plus bank holidays – plus two wellness days!
- Life assurance cover of 4 times pensionable salary
- 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 late summer 2026, so you’ll be based there in the future, with a hybrid working arrangement in place, a mix of office, home working and onsite.
Work type
This is a permanent opportunity. You will be working full time, 37 hours per week, Monday – Friday within a working window of 8:00am-6:00pm. There will be a need for you to work the extended customer window including evenings and weekends when required.
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
We currently have an exciting opportunity for a Capital Customer Experience Lead to join our Customer Management Centre. You will provide exceptional customer service for the most complex & sensitive customer issues across multiple channels and in line with our Customer Promise and 10 year strategy, ensuring we do what’s right for customers and right for the environment.
You will:
- Attend and facilitate root cause analysis sessions to help support the closure of challenging complaint cases.
- Proactively lead scheme analysis sessions to reduce customer impact and mitigate high-risk complaints.
- Attend operational hub meetings and work cross functionally with colleagues to resolve long-standing or challenging customer problems.
- Work alongside other senior customer recovery roles to support the recovery team with their workloads.
- Effectively manage personal queues/workloads/customer cases in line with agreed SLAs.
- Support and attend escalated customer incident meetings in line with the company's escalation process.
- Support operational teams in local liaison meetings linked to high profile capital schemes.
- Provide onsite customer coordination support during capital scheme delivery.
- Identify any vulnerable customers and register them for the appropriate services.
- Form and own customer impact reports to provide visibility of issues and challenge the operational business to find new and innovative solutions.
What skills are we looking for?
- Enthusiastic in delivering excellent Customer Experiences.
- Strong IT skills, particularly strong Excel knowledge regarding pivot tables and basic formulas.
- Self-motivated, able to work on own initiative and use problem solving skills to resolve customer issues.
- Strong networking and influencing skills with an ability to challenge and negotiate.
- Demonstrates a can-do attitude and a solution focused approach.
- Excellent communication skills – both written and verbal.
- Comfortable working in a performance driven environment – 1:1 coaching and feedback will be provided.
- Adaptable to change and flexible to different options/ways of working.
- Full UK driving licence with no more than 6 points.
Work life balance
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.
How to apply
We invite you to apply today to find out what a career with Yorkshire Water can offer for you.
Senior Customer Experience Lead – Complex Cases in Bradford employer: Yorkshire Water
Yorkshire Water is an exceptional employer that prioritises employee well-being and development, offering a competitive salary, generous benefits package, and a supportive work culture. With a focus on customer experience and environmental stewardship, employees have the opportunity to make a meaningful impact while enjoying flexible working arrangements and career progression opportunities as the company transitions to its new Leeds Valley Park office in 2026.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Lead – Complex Cases in Bradford
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give us insights into the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to customer experience. We want to show how our skills align with their needs, especially in handling complex cases.
✨Tip Number 3
Research the company’s recent projects and challenges. This will help us demonstrate our knowledge and enthusiasm during the interview, showing we’re genuinely interested in their mission.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us on their radar and show our appreciation for the opportunity.
We think you need these skills to ace Senior Customer Experience Lead – Complex Cases in Bradford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Experience Lead role. Highlight your relevant experience in handling complex customer issues and showcase how you align with our values at StudySmarter.
Showcase Your Skills:Don’t forget to emphasise your strong IT skills, especially with Excel. Mention any specific examples where you've used these skills to solve problems or improve customer experiences, as this is key for us.
Be Authentic:Let your personality shine through in your application! We love candidates who are enthusiastic and have a can-do attitude. Share your passion for delivering excellent customer experiences and how you’ve made a difference in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Yorkshire Water
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in handling complex cases. Familiarise yourself with the company's Customer Promise and their 10-year strategy, as this will show your commitment to their mission.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully resolved challenging customer issues in the past. Think about specific situations where you used your analytical skills to identify root causes and implement solutions, as this is key for the role.
✨Demonstrate Your Communication Prowess
Practice articulating your thoughts clearly and confidently. Since you'll be dealing with sensitive customer issues, showcasing your excellent verbal and written communication skills during the interview will be crucial.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your ability to handle high-pressure situations. Prepare by thinking through how you would manage escalated customer incidents or work cross-functionally to resolve long-standing problems.
