Customer Success Specialist

Overview

We have an exciting opportunity for a number of Customer Success Specialist roles to join the Customer Experience function at Yorkshire Water. You will be part of helping Yorkshire Water to provide the best service to our customers. Are you passionate about owning a customer journey to provide the best customer service from first contact to resolution?

Location: Bradford / Hybrid Working (Working 3 x days in the office per week in Bradford)

Work type: Permanent roles available, working full time between a working window of 8:00am-6:00pm, Monday – Friday.

What we do

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, investment, and changing expectations from customers make this 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 with operational issues. You will act as a single point of contact to ensure an efficient and seamless customer journey, utilising multiple incoming channels and working closely with internal stakeholders to resolve customer concerns.

Responsibilities

• Taking ownership of complex customer issues, identifying customer needs and driving resolution within defined service level agreements (SLA).
• Providing effective recovery solutions that are 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 potential operational risks or issues using the documented escalation framework.
• Driving continuous improvement to benefit colleagues and the customer journey.

What skills are we looking for?

• Excellent communication skills, both verbally and in writing, to maintain high standards in customer responses and tailor communications effectively.
• Enthusiasm for delivering an excellent customer experience with a strong background in customer service; able to challenge, decide, negotiate, network and influence.
• Driven and resilient, with a solution-focused approach and the ability to work on your own initiative to resolve customer issues.
• A desire to develop in the role with comfort in a performance-driven environment featuring coaching and feedback for improvement.
• Adaptability to change and flexibility in working options/ways of working.
• Good IT skills, with knowledge of Microsoft Office – Word, Excel, Outlook.

We will support you through defined progression plans, onboarding, and induction to deliver a great customer experience. We encourage growth and development of your skills during your career with us.

Benefits

• Salary from £27,717 – £34,296 per annum, depending on experience
• Annual performance-related bonus (up to £1000 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 comprehensive benefits package (health cash plan, critical illness insurance, dental insurance, life assurance flex, partner cover)
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and more

Additional information

We operate 24/7 and support flexible working patterns and job share options where possible to help work-life balance. We are committed to accessibility in the recruitment process and offer adjustments as needed.

Do we sound like your cup of tea? If you have experience in customer service and want to help deliver great service whilst looking after the environment, apply today to learn more about a career with Yorkshire Water.

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

Recruitment Process

Closing Date – 22 September 2025

Interview assessments to take place w/c 15th and 22nd September 2025

We are looking for successful candidates to be available to start in the role from 20th October 2025. A full training programme will be provided.

Pre-employment checks may include a Basic Disclosure Check; some roles may require security vetting. All roles may involve a medical questionnaire and further medicals where required. We reserve the right to close the position early if needed.

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. If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application so we can discuss reasonable adjustments.