Social Media Community Coordinator 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 competitive salary, (salary band 5a) from £27,052 to £39,919, 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 Coordinator 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 - Friday.

We have an exciting opportunity for a Social Media Community Coordinator 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 two Social Media Community Coordinators to join us. We're looking for people who thrive in a fast-paced environment, enjoy problem-solving, and are confident in managing customer conversations in a public, real-time space.

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.

In this role, you'll be on the frontline of our social media channels, responding to comments, messages, reviews and brand mentions with a focus on reputation management. You'll work closely with internal teams to make sure responses are accurate and timely, keep our FAQs and knowledge resources up to date, and spot recurring themes or issues that could help us improve how we support our customers.

You'll also use social listening and insight to identify opportunities for proactive content - helping us join conversations that we might not be tuned into and connect with our customers in more meaningful ways. You'll be thoughtful, proactive and customer-focused, with a real interest in shaping conversations and building trust. If you enjoy engaging with people, solving problems and making a difference through everyday interactions, we'd love to hear from you.

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. Your focus will be managing and responding to reputational social media queries. From day-to-day interactions to more sensitive or complex conversations, you'll help ensure every response is handled with care, consistency and the right tone of voice.

You'll also play an important role in identifying trends, improving how we respond to customers and feeding insights back into the wider team to support continuous improvement.

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.
• Escalating complex or high-risk issues to the Social Media Community Advisor and wider comms teams.
• Maintaining and improving social media FAQs and knowledge resources with internal stakeholders.
• Monitoring and responding to online reviews across platforms such as Trustpilot and Google Reviews.
• Identifying recurring customer themes and suggesting improvements to responses, processes or content.
• Supporting proactive content opportunities by spotting trends and conversations through social listening.
• Working closely with customer service teams to ensure a joined-up and consistent approach.
• Supporting reporting on engagement, sentiment and performance and highlighting key insights.
• Using tools such as Hootsuite, Talkwalker and internal dashboards to inform responses and improvements.

What skills & qualifications are we looking for?

• A strong communicator with experience engaging online and delivering customer-focused responses.
• Experience as a digital professional within an agency or in-house environment.
• Proactive, creative and driven with an ability to put creative ideas into action.
• Has the ability to influence key stakeholders within the organisation.
• Has the ability to create content that customers want to engage with and utilise this content to build relationships and create advocacy.
• Able to work independently and support and contribute to a team.
• Excellent interpersonal, influencing and written skills.
• Strong knowledge of social media management and monitoring tools (Hootsuite, Talkwalker, etc.).
• 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.
• Strong ability to organise and plan work.

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 as a digital professional within an agency or in-house environment 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.