Customer Incident Advisor in Leeds

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 salary from £29,723 - £36,991 per annum dependant 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!
• 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!

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 summer 2026, so you'll be based there in the future.

Work type: This is a permanent position, working full time, you will be expected to work between 6am and 10pm working under the discretion of the manager and needs of the team. This will include weekends and bank holidays. The basic hours of work are an average 222 hours per 6-week rota period, available locally. These rosters will be subject to regular review and if there is a business need to change your roster this will be consulted with you prior to the changes taking effect.

Please note there is occasional driving required in the role, therefore it is a condition of your employment that you hold a valid UK driving licence.

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 our Customer Incident Advisor you will provide a dedicated Incident Customer Service response, maintaining a focus on supporting accessible and tailored service for customers needing extra help. Driving compliance with health and safety and regulatory requirements and maintaining operational integrity within our performance commitments. You will play a vital role in the monitoring and effective jeopardy management of Customer referrals, commitments and correspondence associated with the resolution of Customer problems in the Clean and Wastewater business units. You will also be a central point of contact for all incident operational contacts, ensuring that these are dealt with in accordance with the regulatory and GSS timescales.

You will take ownership of all processes relating to operational response to customers who need extra help, including:

• Running Priority Services Register reports to understand customers who are impacted during an operational event and managing this response from end to end.
• Understanding customer specific needs and tailoring our response to ensure they receive an accessible service.
• Contacting customers who need extra help to ensure they are updated with service events and how we plan to support them.
• Attending customer properties when required to provide a site-based response and provide customer reassurance.
• Liaising with third party providers to ensure seamless service to our customers and utilise reporting mechanisms to provide level one assurance.
• Maintaining and updating data sources to ensure we have accurate and informative records and insight relating to customer service.
• Looking for new ways to improve the service provision to customers who need extra help, ensuring we are always delivering an accessible service, meeting and exceeding our regulatory and strategic commitments.

You will also support with broader incident response and improvements within operations, you will:

• Use a range of communication channels to provide timely, relevant and informative updates to customers during operational events, linking in with the communications team.
• Provide support to the Duty Manager and the wider team during incidents where required.
• Resolve high priority, complex and emergency problems relating to Customer impacts and contacts.
• Manage escalation and ensure that incidents are brought to resolution as quickly as possible, alongside 24/7 colleagues.
• Use a high level of technical knowledge in relation to Customer contacts and work alongside colleagues to mitigate the impact to customers, building this into customer communications and response.
• Provide an out of hours service where required, via a formal standby arrangement.

What skills & qualifications you will need: The successful candidate will have:

• A good understanding of company systems (Advantex, Sap, Odyssey, Social Media Platforms and ICOM and related systems and principles).
• Able to use and analyse data to provide meaningful insights and spot opportunities to reinforce positive performance and provide suggestions for improvement.
• Excellent interpersonal and customer service skills and show great empathy to the customer, you will be the conscience of the customer in central control, supporting the Resilience & Response team with customer service.
• Excellent communication skills both verbal and written.
• Able to demonstrate drive, dedication and ambition to deliver first class customer service.
• Able to build relationships with both internal and external Customers and adapt to individual customer requirements.
• Ability to work alongside senior business stakeholders to keep them informed on work within the field and influence on key changes and decision making.
• Highly organised, able to multi-task and deliver a high level of service when managing different tasks and activities, also good time management skills, in order to meet and drive stringent timescales.
• Able to anticipate problems, understand cause and effect and identify practical solutions.
• Flexible and responsible individual, with ability to work efficiently under pressure.

Although our assets are operational 24 hours a day, 365 days a year the company is committed to support flexible work patterns and job share options, where possible, to give you more control over your time and responsibilities. Whether you have child-care responsibilities or are looking for the ideal work-life balance our flexible options can offer work patterns that suit your needs.

If you're an experienced customer service professional 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: Midnight 3rd June 2026. 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.