Customer Liaison Assistant

Kelda Group Limited 0000411940 - Kelda Group Limited; Bradford; Hybrid; GBP 26,000 - 33,000; Full time

Job summary

A leading water company in Bradford is seeking a Customer Liaison Assistant to support customer experience in their Capital Programme. The role involves managing customer enquiries and providing tailored communications. Candidates should have strong customer service experience, excellent interpersonal skills, and the ability to see the bigger picture. This is a full-time position with a hybrid working arrangement as the office relocates to Leeds in Summer 2026.

Benefits

25 days holiday

8 Bank Holidays

Pension

Performance Bonus

Retail Savings Scheme

Qualifications

• Proactive and customer-focused individual.
• Ability to communicate at any level.
• Experience in a regulatory customer service environment.

Responsibilities

• Support customer communications for Capital schemes.
• Manage and respond to customer enquiries.
• Collate information for monthly reporting.
• Build relationships with Project Managers and teams.

Skills

Customer service experience

Excellent interpersonal skills

Organizational skills

Ability to use generic IT systems

Understanding of Capital projects

Job description

Salary & Benefits : £26,041 - £32,043 per annum (depending on experience) + 25 days holiday + 8 Bank Holidays + Pension + Performance Bonus + Retail Savings Scheme

This is a 12-months fixed term opportunity, working full time 37 hours per week between a working window of 8:00am-6:00pm

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

What will the role involve?

We're looking for a proactive and customer-focused individual to join us as a Customer Liaison Assistant, supporting our Customer Experience Leads in delivering outstanding service across our Capital Programme.

In this role, you'll be the first point of contact for customer enquiries related to Capital schemes and Land & Property, ensuring timely, helpful, and empathetic responses that reflect our commitment to excellence.

Key Responsibilities

• Support the development and delivery of tailored, proactive customer communications for Yorkshire Water's Capital schemes by researching and documenting historical context and relevant local information for each scheme area.
• In line with our Customer Charter, own, manage and respond to customer enquiries relating to Capital schemes and Land and Property.
• Manage inbound telephone customer contacts to the team's dedicated number and when required provide telephone cover for the team (Monday - Friday).
• Collate and record information required for monthly reporting.
• Provide support to compile and issue letters for capital schemes.
• Build a strong and effective network and working relationship with Project Managers in Asset Solutions Delivery, Contract Partners and other Yorkshire Water teams.
• Collaborate with colleagues to drive continuous improvement for customer service and communication.
• Ensure all activities are carried out to provide a consistently excellent experience for all our customers to support C-Mex.
• Provide information for reporting to support a Performance Excellence way of working.

Key Skills

• Be able to see the bigger picture from both a customer and a Yorkshire Water perspective in order to get the right outcome for all.
• Excellent interpersonal skills, verbal and face to face, with the ability to communicate at any level with internal and external customers and stakeholders.
• Excellent organisational skills with the ability to prioritise and meet deadlines.
• Ability to use generic IT systems.
• Awareness of the media and potential PR impact for Yorkshire Water.
• Experience of working in customer service and communication within the water environment, or similar regulatory environment.
• It would be advantageous if you had an understanding of Capital projects/Land Entry processes.

Next Steps

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process

Closing date: 11th 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.

No agencies please.