Connections Case Manager

Kelda Group Limited; Leeds; Hybrid; GBP 31,000 - 41,000; Full time

Benefits offered by this job

Competitive salary

Annual incentive bonus (up to £1,000)

Pension up to 12% company contribution

Wellness days + 25 days leave

Life assurance 4x pensionable salary

Health cash plan / dental / life cover

Job summary

Yorkshire Water is recruiting a Case Manager to own the end-to-end customer journey for water connections, lead replacements, and disconnections. You will coordinate across field teams, prepare accurate quotations, and manage customer communications to ensure a seamless experience from application to completion.

Based in Leeds with hybrid working, you will support high levels of customer satisfaction while driving smooth project delivery within Developer Services.

Qualifications

• Experience in a customer-facing or case management role.
• Strong organisational and prioritisation skills.

Responsibilities

• Own and manage the end-to-end customer journey for water connections and cases.
• Provide clear, timely communication with customers and stakeholders.
• Ensure quotations are accurate and reflect site conditions.
• Coordinate surveys, inspections and pre-delivery activities.
• Handle complaints and escalate where appropriate for quick resolution.

Skills

Customer service

Case management

Communication skills

Organisation

Stakeholder management

Tools

CRM systems

Microsoft Office

Job description

Select how often (in days) to receive an alert:

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, depending on experience £31,003 - £41,351 (BAND5A).
• 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 Case Manager progression plan.
• 25 days annual leave plus bank holidays - plus 2 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: Leeds Valley Park - Hybrid Working (3 days office a week).

Work type: Permanent. 37 hours per week, Monday - Friday.

We have an exciting opportunity for a Case Manager to join the Developer Services 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 is 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. Developer Services are a key part of how we plan to meet the changing expectations of customers and regulators.

This role is responsible for owning the end-to-end customer journey for all water connection activities, including lead replacements, replacement supplies and disconnections, ensuring customers receive a seamless, well-managed experience from application through to completion and beyond. Acting as the single point of contact, the role manages customer communications, coordinates activity across operational and field teams, and proactively progresses cases to ensure timely delivery. It is accountable for producing accurate quotations that reflect customer requirements and site conditions, helping to set projects up for success from the outset. The role also takes ownership of customer issues, complaints and escalations, ensuring they are resolved quickly and effectively. Through strong case management, clear communication and a focus on right-first-time delivery, the role supports customers at every stage while driving high levels of customer satisfaction.

Where you fit in!

As our Case Manager you will:

• Own and manage the end-to-end customer journey for water connections, lead replacements, replacement supplies and disconnections, ensuring cases progress efficiently from application through to post-completion and delivering a positive customer experience that supports D-MeX performance measures.
• Act as the single point of contact for customers, providing clear, timely and consistent communication, managing expectations and ensuring customers feel informed and supported throughout their journey.
• Ensure quotations are accurate, commercially sound and aligned to customer requirements and site conditions, enabling right-first-time delivery and reducing delays, rework and customer queries.
• Proactively coordinate and progress customer cases, working closely with Developer Services Technicians, operational teams and delivery partners to ensure activities are completed safely, efficiently and to agreed timescales.
• Arrange and coordinate site surveys, inspections and other pre-delivery activities, ensuring accurate information is captured to support application progression, design requirements and connection readiness.
• Take ownership of customer complaints, issues and escalations, investigating concerns thoroughly, resolving problems effectively and protecting customer outcomes while improving customer confidence and satisfaction.
• Identify and manage risks, delays and barriers to delivery, taking corrective action and escalating where appropriate to minimise operational impacts and maintain service standards.
• Maintain accurate case records, monitor performance and drive continuous improvement through proactive case management, reducing failure demand, improving right-first-time outcomes and supporting Yorkshire Water's customer, operational and regulatory objectives.

What skills & qualifications you will need:

• Experience working in a customer-facing, administrative or case management role, with the ability to manage customer enquiries through to resolution.
• Strong organisational skills with the ability to prioritise workloads, manage multiple tasks and deliver against competing deadlines.
• Excellent written and verbal communication skills, with the confidence to engage effectively with customers, colleagues and external stakeholders.
• Proficient in Microsoft Office and experienced in using CRM, workflow or case management systems to maintain accurate records and track progress.
• Strong attention to detail and problem-solving skills, with the ability to identify issues early and take proactive action to resolve them.
• Ability to work independently while coordinating effectively across multiple teams, building positive relationships and delivering a high standard of customer service.

You will also benefit from having:

• Prior knowledge or experience within the water, utilities, or construction industry would be advantageous.

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?

If you've got experience as a Case Manager and want to help us deliver great service for our customers whilst looking after the environment,.

Advert closing date is 16th November

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.