Customer Experience Manager

Yorkshire Water; Bradford; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading water services provider is seeking a Customer Experience Manager in Bradford. The role involves managing customer incidents, process improvements, and leading a team to enhance service delivery. Successful candidates will have strong IT, communication, and problem-solving skills, along with a background in customer service. This full-time position supports hybrid working patterns.

Qualifications

• Strong background in customer service and a passion to deliver excellent experiences.
• Able to work independently and resolve customer issues.
• Experience managing people in a busy customer service environment.

Responsibilities

• Own escalated customer incidents and lead a small team to resolve queries.
• Be the point of escalation for all customer incidents.
• Lead process improvement within the team.

Skills

Excellent IT skills

Customer service background

Problem-solving skills

Networking and influencing

Excellent communication skills

Team management experience

Adaptability to change

Tools

Excel (Pivot Tables, Basic Formulas)

Job description

Overview

We have an exciting opportunity for a Customer Experience Manager to join the Customer Experience function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers.

Location: Bradford / Hybrid Working

Work type: Permanent role, working full time between a working window of 8:00am-6:00pm, Monday – 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.

Where you fit in:

You will work cross functionally across clean water and waste water to manage process and customer experience for the Customer Recovery team. You will lead on any incidents and develop a framework for how customers will be managed and updated throughout.

You will lead on key relationships and engagement of escalated customer issues across the business.

You will –

• Own escalated customer incidents and lead a small team to attend on site and resolve customer queries.
• Be the point of escalation for the Customer Management Centre for all escalated incidents and represent the Customer Management Centre in escalated company meetings.
• Lead process improvement across designated area- and support in effective management of process
• Lead a team of Customer Experience Leads to offer face to face customer interaction and act as the incident lead for Customer Experience and attend any company incident sessions.

What skills and qualifications are we looking for?

• Excellent IT skills and you will be using a range of company IT systems in the role and a good level of Excel Knowledge – Pivot Tables and Basic Formulas
• A strong background in customer service and a passion to deliver excellent customer experiences
• Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
• Ideally, understands key Yorkshire Water customer service processes, standards and service protocols
• Strong networking and influencing skills with an ability to challenge and negotiate.
• Demonstrates a can-do attitude and a solution focused approach.
• Excellent and varied communication skills liaising with the team and also cross functionally.
• Has an exceptionally high level of both written and verbal communication
• Comfortable working in a performance driven environment - 1:1 coaching will be provided should use feedback to improve own performance
• Competent with coaching performance framework to improve team performance, whilst also taking on feedback to improve own personal performance
• Excels working in a performance driven environment
• Adaptable to change and being flexible to different options/ways of working
• Experience of managing people in a busy customer service environment

Other information

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 excellent customer service skills, then be sure to apply today to find out what a career with Yorkshire Water can offer you.

Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process -

Closing Date –5th November, 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 c ommitted 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.