At a Glance
- Tasks: Manage customer cases and deliver exceptional service in a fast-paced environment.
- Company: Join Yorkshire Water, a vital service provider for over 5.4 million people.
- Benefits: Competitive salary, generous leave, wellness days, and a fantastic benefits package.
- Other info: Exciting opportunities in a dynamic, supportive work environment with career progression.
- Why this job: Make a real difference in your community while developing your career in customer service.
- Qualifications: Passion for customer service, problem-solving skills, and adaptability are key.
The predicted salary is between 28895 - 35754 £ per year.
Company description: Water Utility Company based in Yorkshire region of England.
We offer a salary from £28,895 - £35,754 per annum depending on experience (Also includes a 20% shift allowance in addition to the base salary).
- 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 Customer Case Manager progression plan
- 25 days annual leave plus bank holidays plus two 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 is a site based role, it 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.
Work type: This is a permanent opportunity. You will be working full time, 37 hours per week. You will be working 20:00pm - 08:00am working on a rotational shift pattern across Monday to Sunday.
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 one of our Customer Case Managers you will support and deliver operational excellence across Customer Service, whilst maintaining a focus on Health and Safety regulatory compliance, operational integrity in relation to our performance commitments. You will handle and manage inbound operational (water and waste) customer contacts. You will deliver excellent customer service by taking ownership of customer issues and remaining focused on delivering a solution for the customer upon their first contact. Where a customer has a more complex issue which cannot be resolved, you’ll support in directing their problem to the right team who can help. Part of this role will be providing dedicated customer communication in the management of incidents, working alongside the current Service Events Coordinator managing both water and wastewater incidents.
Some of the key responsibilities include the following:
- Providing a professional customer service in handling Yorkshire water customer contacts whilst maintaining excellent levels of quality always within an out of hours environment
- Identifying vulnerable customers and registering them for appropriate services, contributing towards our aim of being recognised as a trusted company
- Updating and resolving channels of communication, particularly the Incident Database (In Your Area Map).
- Providing support to the Duty Manager and the wider team during incidents.
- Acting as a central point of contact for all operational contacts, ensuring that these are dealt with in accordance with the regulatory and GSS timescales
- Use a high level of technical knowledge in relation to customer contacts and work alongside colleagues who remotely optimise the network during such impact
- Managing Scheduler queues if required out of hours
- Appointing and deploying Service Master for property restoration following incidents in and out of hours
What skills & qualifications you will need?
- Passionate in delivering excellent Customer Experiences for our customers
- Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
- Adaptable to change and flexible to different options/ways of working
- Excellent written and verbal communication skills, able to communicate effectively at all levels
- Able to take on feedback to improve own performance and fully develop within the role
- Previous experience of working in a performance driven environment
- Able to understand customer needs, show empathy and create positive outcomes.
- Able to demonstrate drive, dedication and ambition to deliver first class customer service.
- Excellent IT skills
- A responsible individual, with the ability to cope under pressure calmly and rationally in a sometimes stressful operational environment.
- Able to take responsibility for your own health, safety and wellbeing and that of others.
If you’re an experienced customer service professional who is interested in working in a 24/7 operational environment and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.
Please upload an up-to-date copy of your CV along with a cover statement outlining your relevant experience for the role.
Recruitment Process: Closing Date: 11th June
Customer Case Manager - Out of Hours in Leeds employer: Yorkshire Water
Yorkshire Water is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and development. With competitive salaries, a comprehensive benefits package, and opportunities for career progression, employees can thrive in a dynamic environment dedicated to providing essential water services to the community. The upcoming move to Leeds Valley Park will further enhance the workplace experience, making it an exciting time to join our team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Manager - Out of Hours in Leeds
✨Tip Number 1
Get to know the company! Research Yorkshire Water and understand their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and problem-solving. Think about specific examples from your past experiences that demonstrate your skills and adaptability.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Case Manager - Out of Hours in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Case Manager role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Statement:Your cover statement is your chance to shine! Use it to explain why you're passionate about delivering excellent customer experiences and how your previous roles have prepared you for this position. Keep it engaging and relevant to what we do at Yorkshire Water.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples where you've successfully resolved customer issues. We love seeing how you’ve used your initiative and problem-solving skills in past roles, especially in high-pressure situations.
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, it shows you’re keen on joining our team at Yorkshire Water!
How to prepare for a job interview at Yorkshire Water
✨Know Your Stuff
Make sure you understand the role of a Customer Case Manager and the specific responsibilities it entails. Familiarise yourself with the company's mission, values, and recent developments in the water industry. This will help you demonstrate your genuine interest and knowledge during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered excellent customer service or resolved complex issues. Highlight your ability to empathise with customers and how you’ve taken ownership of problems to ensure positive outcomes. This is crucial for a role that focuses on delivering exceptional service.
✨Practice Problem-Solving Scenarios
Since the role involves handling operational customer contacts, be ready to discuss how you would approach various scenarios. Think about how you would manage a high-pressure situation or deal with a difficult customer. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the challenges faced in the role, or how success is measured. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.
