Customer Success Specialist

Kelda Group Limited 0000411940 - Kelda Group Limited; Leeds; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual bonus

Pension up to 12%

Life assurance 4x pensionable salary

25 days annual leave + wellness day

Health cash plan

Critical illness insurance

Dental insurance

Life assurance flex

Partner cover

Retail savings scheme

Online GP service

Cycle to work scheme

Gym membership discounts

Job summary

Yorkshire Water is seeking a Customer Success Specialist in Leeds to support our Capital Programme. You will be the first point of contact for enquiries about Capital schemes and Land & Property, delivering timely and empathetic responses in line with our Customer Charter.

You will build strong relationships with Project Managers, Contract Partners and internal teams, coordinating communications, collecting data for monthly reporting and helping drive continuous service improvements.

Qualifications

• Experience in customer service and communication within water or regulated environment.
• Ability to prioritise and manage multiple enquiries within deadlines.
• Familiarity with IT systems and reporting processes.

Responsibilities

• Support delivery of tailored customer communications for Capital schemes by researching local information.
• Own and respond to customer enquiries relating to Capital schemes and Land & Property.
• Manage inbound calls and provide telephone cover for the team.
• Collate information required for monthly reporting and assist letters for capital schemes.
• Build relationships with Project Managers, Contract Partners and Yorkshire Water teams.
• Collaborate to drive continuous improvement in customer service and communication.

Skills

Customer service

Communication skills

Organisational skills

IT literacy

Stakeholder management

Public relations awareness

Job description

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

Salary & Benefits

We offer a competitive salary of £27,147 - £33,405 per annum (depending on experience)

• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays - plus an extra wellness day!
• 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, with a hybrid working arrangement in place, a mix of office and home working

Work type: Permanent. 37 hours per week, Monday - Friday between the working window of 8:00am-6:00pm.

What will the role involve?

We're looking for a proactive and customer-focused individual to join us as a Customer Success Specialist, 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.

Some of the key responsibilities you will have, include the following -

• 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

What key skills are required?

• 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 IT systems.
• Awareness of the media and potential Public Relations 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 candidates had an understanding of Capital projects and an understanding of Land Entry processes, although full training will be provided in the role.

Recruitment Process

Closing date -18th September, 2026

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.

No agencies please.