Social Media Community Advisor in Leeds, Yorkshire

Company description: Water Utility Company based in Yorkshire region of England.

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

• We offer a competitive salary (salary band 4b) from £38,463 to £48,078 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 Social Media Community Advisor progression plan.
• 25 days annual leave plus bank holidays plus two extra wellness days!
• 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 are moving our office to Leeds Valley Park in summer 2026, so you'll be based there in the future. Flexible Hybrid working.

Work type: Permanent. 37 hours per week, Monday to Friday.

We have an exciting opportunity for a Social Media Community Advisor to join the Brand and Comms team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers.

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.

We're building a new Social Media Community team and have an exciting opportunity for a Social Media Community Advisor to help shape how we show up for our customers online. We're looking for someone who thrives in a fast-paced environment, is passionate about social media and knows how to turn everyday interactions into meaningful brand moments. Our customers can't choose their water and sewerage provider, so it's up to us to make every interaction count. That means being there when it matters most, responding with empathy and building confidence in our brand through honest and helpful conversations.

You’ll play a central role in our social media team, shaping how we engage with our communities, supporting others to deliver brilliant customer experiences and helping us proactively join the conversations that we might not be tuned into.

Where do you fit in? You’ll be part of our Social Media Community team, working closely with the wider Social Media team, as well as our Loop and Contact Centre customer service teams, to deliver our broader social media strategy to help rebuild trust in our brand. This role is key to strengthening our online reputation. You’ll not only support day-to-day community management, but also help evolve how we listen, respond and engage with our customers across our social channels. Working alongside the Lead Social Media Community Advisor, you’ll help shape our approach to community management, reputation and crisis communications while supporting and mentoring others in the team to deliver brilliant customer engagement.

Some of the key role responsibilities include the following:

• Responding to day-to-day social media interactions, including comments, mentions and direct messages, with a focus on reputation management.
• Supporting our Social Media Community Coordinators with complex queries, ensuring timely and high-quality responses.
• Tracking sentiment, engagement and response performance and escalating risks where needed.
• Managing online review platforms such as Trustpilot and Google Reviews.
• Support the development of community management, reputation and crisis communications strategies.
• Developing proactive social listening approaches to help us join new and relevant conversations.
• Identifying and engaging in local community-led social spaces to strengthen our presence and relationships.
• Mapping customer journeys across social channels, identifying pain points and feeding insights back into the business.
• Delivering training and guidance to our Loop social customer service team to build confidence and capability.
• Creating reports and sharing actionable insights to improve performance and customer experience.
• Working closely with the wider social media team to ensure alignment with our overall strategy.
• Staying ahead of social media trends, tools and best practices to continuously improve how we engage.

What skills & qualifications are we looking for?

• Experience in social media community management or reputation management.
• A strong communicator with experience engaging online and delivering customer-focused responses.
• Experience as a digital professional within an agency or in-house environment.
• Strong written communication and content creation skills.
• Strong knowledge of social media management and monitoring tools (Hootsuite, Talkwalker, etc.).
• Understanding of customer experience and community engagement principles.
• Has the ability to influence key stakeholders within the organisation.
• Passionate and excited about all things social and doing the right thing for our customers as well as being organised, passionate and excited about social media in general.

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!

If you've got experience in social media community management or reputation management 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.

Advert Closing Date: 1st June 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.