Customer Experience Lead

**Salary and Benefits**:
**We offer a competitive salary, depending on experience £32,604 - £40,755 per annum**
- Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
- Attractive pension scheme (Currently up to 12% company contribution)
- Development opportunities in line with the Customer Experience Lead progression plan
- 25 days annual leave plus bank holidays - plus an extra wellness day
- 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: Bradford (Hybrid working with an expectation of 3 days in the office at Bradford)**

**Work type: Permanent. Working hours are 37 hours per week, between 8am and 6pm however some flexibility will be required. Standby between the hours of 6pm-12pm Monday to Friday and 8am to 12pm on weekends once every 5 weeks is also required.**

**We have an exciting opportunity for a Customer Experience Lead to join the Customer Experience Team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?**

**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. Customer Experience Team Capital are a key part of how we plan to meet the changing expectations of customers and regulators.

**Where you fit in**:
You will be responsible for providing exceptional customer service for some of the most complex & sensitive customer issues across the capital programme and in line with Our Strategic Ambition, Behaviours & Customer Promise.

The role of the Customer Experience Lead is to manage sensitive and high-impact customer issues to resolution using expert customer management skills, providing face to face customer engagement as required.

You will be the point of contact for escalated customer issues, using stakeholders across the business to resolve customer issues and identify key learnings and opportunities, whilst attending and facilitating root cause analysis sessions to drive closure of complex complaint.

You will be working as part of the Customer Management Centre driving ability to deliver exceptional customer recovery, delivering an exceptional level of customer service in a dynamic and fast paced environment.

**What key skills & qualifications you will need -**
- Full UK Driving License, with Business Use car insurance
- Excellent IT skills as you will be using a range of company IT systems in the role
- Confident user of Excel - knowledge of Pivot Tables and Basic Formulas.
- Passionate and enthusiastic in delivering excellent Customer Experiences
- Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
- Good networking and influencing skills with an ability to challenge and negotiate.
- Demonstrates a can-do attitude and a solution focused approach.
- Excellent tailored communication skills - both written and verbal.
- Comfortable working in a performance driven environment - 1:1 coaching, and feedback will be provided to support ability to improve own performance.
- Adaptable to change and being flexible to different options/ways of working.
- Able to identify opportunities for improvement and propose solutions
- Able to use emotional intelligence to understand customer needs and recover their complex issues
- Develops & maintains excellent stakeholder networks across the operational teams
- Celebrates Successes

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

**Do we sound like your cup of tea?**

**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: 24th October, 2025

If successful for the role