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- Tasks: Lead customer operations for large developers, ensuring exceptional service and strategic relationships.
- Company: Yorkshire Water, a vital water utility company in the Yorkshire region.
- Benefits: Competitive salary, company car allowance, private healthcare, and generous annual leave.
- Why this job: Make a real impact on customer experience and environmental sustainability in a dynamic industry.
- Qualifications: Experience in managing strategic relationships within the water or regulated services sector.
- Other info: Flexible working options and a supportive culture for work-life balance.
The predicted salary is between 60000 - 84000 £ per year.
Company description: Water Utility Company based in Yorkshire region of England.
Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Manager of Customer Operations role.
- We offer a competitive salary, circa £70-80k per annum dependant on experience
- A company car allowance scheme (£7,200 per annum)
- Annual incentive related bonus (up to 20% of annual salary for the 2026/2027 performance year)
- Private health care (Self & Dependant)
- Attractive pension scheme (up to 12% 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 Bradford but we're moving our office to Leeds Valley Park in summer 2026, so you'll be based there in the future. There will hybrid working in place, with an expectation to be in the office 3 days per week.
Work type: Permanent. Working full time, 37 hours per week, Monday - Friday between a working window of 8:00am-6:00pm.
We have an exciting new opportunity for a Manager of Customer Operations - Large Developers, Service Lay Providers (SLPs) & New Appointments & Variations (NAVs) to join us in our Developer Services function and play a key role in transforming our customer experience for large scale developers with new developments across the Yorkshire region.
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 Manager of Customer Operations - Large Developers, SLPs (Service Lay Providers) & NAVs (New appointments & variations) you will lead on the development of trusted, strategic relationships with large developers, NAVs, and SLPs. You will establish Yorkshire Water as a collaborative, consistent, and customer-focused partner. You will be key in shaping strategy, influencing policy, and ensuring service design aligns with their evolving needs.
You will ensure delivery against key regulatory measures whilst managing commercial relationships that drive mutual value and sustainable service outcomes for both the customer and the business. This role will be a key contributor to driving an improvement in Yorkshire Water's DMEX performance, with potential to contribute to either £8 million in rewards or penalties, depending on performance.
You will build and lead a high-performing operational team with the capability, agility, and insight to meet the evolving needs of large developer/NAV & SLP customers and industry partners. You will shape an operating model that is digitally enabled, transparent, and fully aligned to industry best practice and customer expectations.
You will lead on the transformation of processes and digital platforms to support self-serve capabilities, faster delivery timelines, and seamless experiences for partners in the new development space.
A commercial leader you will ensure service delivery against budgeted financial targets and agreed KPIs and ensure strong commercial awareness, cost control, and value creation across all customer facing activities.
You will inspire and develop a high-performing team by setting clear expectations, coaching for performance, managing underperformance, and fostering a culture of ownership, collaboration, and innovation. You will embed a strong performance management culture using metrics aligned to customer experience, operational efficiency, safety, and compliance. You will use insights to drive continuous improvement and excellence.
What skills & qualifications are we looking for?
- Understands the NAV/SLP/Developer Services market, with previous experience managing strategic relationships and performance.
- Knowledgeable in regards to the water industry, with previous experience in Developer Services or regulated customer service environments.
- Experienced in leading successful transformational change projects, ideally customer-focused transformation in a regulated utility or construction environment.
- Strong leadership credentials with previous experience of managing and developing large teams.
- Capable of setting strategic direction, managing performance, and addressing underperformance effectively.
Although we operate 24 hours a day, 365 days a year, it's really 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!
Do we sound like your cup of tea? If you're a strong leader and understand the NAV/SLP/Developer Services market and are passionate about delivering an exceptional 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.
If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.
Recruitment Process Closing date 11th February, 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.
Manager of Customer Operations - Large Developers, SLP\'s & NAV\'s in Leeds employer: Yorkshire Water
Contact Detail:
Yorkshire Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager of Customer Operations - Large Developers, SLP\'s & NAV\'s in Leeds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the water industry, especially those involved with large developers and SLPs. Attend events, join relevant groups on LinkedIn, and don’t be shy to reach out for informational chats.
✨Tip Number 2
Prepare for interviews by researching the company and its recent projects. Understand their challenges and think about how your experience can help them improve customer operations. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Practice your pitch! You want to clearly articulate your vision for transforming customer experiences in the water sector. Be ready to discuss specific examples of how you've led teams or projects that align with their goals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at Yorkshire Water. Let’s make a splash together!
We think you need these skills to ace Manager of Customer Operations - Large Developers, SLP\'s & NAV\'s in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Manager of Customer Operations role. Highlight your experience in managing strategic relationships and any relevant achievements in the water industry or regulated environments. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with our mission at Yorkshire Water. Be genuine and let your personality come through – we love to see that!
Showcase Leadership Skills: Since this role involves leading a high-performing team, make sure to highlight your leadership experience. Share examples of how you've inspired teams, managed performance, and driven transformational change in previous roles. We’re all about collaboration and innovation!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved. We can’t wait to hear from you!
How to prepare for a job interview at Yorkshire Water
✨Know Your Stuff
Make sure you understand the water industry, especially the NAV/SLP/Developer Services market. Brush up on recent developments and regulations that affect the sector. This knowledge will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams and managed performance in previous roles. Think about specific challenges you've faced and how you overcame them. This will highlight your ability to inspire and develop a high-performing team, which is crucial for this position.
✨Be Customer-Focused
Since the role involves transforming customer experience, be ready to discuss how you've previously improved customer service or built strong relationships with clients. Share any strategies you've implemented that resulted in positive outcomes for both customers and the business.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's goals, challenges, and culture. This shows your interest in the role and helps you assess if it's the right fit for you. Consider asking about their approach to digital transformation and how they measure success in customer operations.
