Customer Advisor - Supply Pipe Repair

Yorkshire Water; Leeds, Bradford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A regional water utility seeks 8 Customer Advisors for their Supply Pipe Repair team in Leeds. This full-time role involves providing exceptional customer support and resolving complex operational issues while ensuring compliance with regulations. Offering competitive benefits including a starting salary from £27,717, annual bonuses, and development opportunities, the position provides a hybrid working model with a mix of office and home work. Ideal candidates will have strong communication and problem-solving skills.

Benefits

Annual performance related bonus

Attractive pension scheme (up to 12% company contribution)

25 days annual leave plus bank holidays

Health cash plan scheme

Gym membership discounts

Qualifications

• Experience in customer service environments with complex issues.
• Ability to handle sensitive information in line with GDPR.
• Flexibility to work in a performance-driven environment.

Responsibilities

• Own and support customers with complex operational issues.
• Provide effective support and tailor solutions.
• Identify vulnerable customers and register them for services.
• Manage workload in line with service level agreements.

Skills

Excellent communication skills

Problem-solving abilities

Strong networking skills

Ability to work independently

Adaptable to change

Good IT skills (Microsoft Office)

Job description

Salary & Benefits

Starting salary from £27,717 per annum with salary progression in role supported through your skills development against the progression plan

• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Advisor progression plan
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• 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’re moving our office to Leeds Valley Park in Summer 2026, so you’ll be based there in the future, with a hybrid working arrangement in place, a mix of office and home working. We work 3 x days in the office per week.

Overview

We are currently looking for 8 Customer Advisors to join our Supply Pipe Repair Team. These are permanent opportunities, working full time, 37 hours per week between a working window of 8am-6:00pm Monday to Friday.

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.

This role sits within the Supply Pipe Repair team, this team supports and manages customers throughout their customer journey to enable them to resolve their water supply/leakage issue in a timely way.

Where you fit in

As a Supply Pipe Repair Customer Advisor, you will provide an exceptional level of customer service, owning and supporting customers, who have complex operational issues, using a multitude of systems and processes to tailor the solution that meets the individual customer needs.

Responsibilities

• Taking ownership of complex customer issues, identifying the customer needs and utilising the internal stakeholder network to drive a resolution, within defined service level agreements (SLAs).
• Providing effective support and solutions that are both beneficial to the customer and the business.
• Ensuring customer information is accurate and up to date in line with GDPR and business security processes.
• Identifying vulnerable customers and register them for appropriate services.
• Effectively and proactively managing your workload in line with SLAs.
• Continually striving to find new and innovative ways of working that continue to improve the customer experience.
• Being resilient in adapting to customer needs in an operational environment.
• Working with the legal team and service partners to manage enforcement where applicable.

Skills & Qualifications

• Excellent communication skills both verbal and written, to ensure we maintain a high standard of customer service tailored to each individual customer.
• You will enjoy working with others, with the ability to challenge, make decisions and negotiate when necessary.
• You will have strong networking and influencing skills, able to demonstrate our ambition of “owning it” on behalf of the customer.
• You will have a “can do” attitude and a solution focused approach. You will be able to work on your own initiative and use problem-solving skills to resolve customer issues.
• You will have a desire to develop in the role and be comfortable working in a performance driven environment.
• You will be adaptable to change and flexible to different options/ways of working.
• Good IT skills are essential, with the knowledge in using Microsoft Office – word, excel, outlook.
• Comfortable with various billing tariffs / priority services registers to assess customer needs and signpost customers to relevant support networks that may help them.

Application Information

If you’re an experienced Customer Service professional and want to work with a dedicated team to support the continuous improvement of our Supply Pipe Repair processes, 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: 24th December 2025

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.