Customer Success Specialist

Yorkshire Water; Leeds; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual bonus

Pension up to 12%

Life assurance

25 days leave + wellness day

Health cash plan

Dental insurance

Cycle to work

Gym discounts

Retail savings scheme

Online GP service

Job summary

Yorkshire Water in Leeds is seeking a Customer Success Specialist to support the Capital Programme, handling customer enquiries with empathy and accuracy.

You will coordinate with Project Managers, manage inbound calls, assist with letters, and contribute to monthly reporting while upholding the Customer Charter.

Qualifications

• Experience in customer service and communication within a water environment or similar regulatory setting.
• Excellent interpersonal and written/verbal communication; ability to meet deadlines.
• Experience handling enquiries related to capital schemes and land/property.

Responsibilities

• Research and document historical context for capital schemes and local information.
• Own and respond to customer enquiries relating to capital schemes and land/property.
• Manage inbound calls and provide cover for the team when needed (Mon–Fri).
• Collate information for monthly reporting and assist with letters for capital schemes.
• Build strong relationships with Project Managers, partners, and internal teams.
• Collaborate to drive improvements in customer service and communications.
• Ensure activities reflect a consistently excellent customer experience for all.

Skills

Customer service

Interpersonal skills

Organisation

IT systems

Media awareness

Regulatory experience

Capital projects knowledge

Tools

Microsoft Office

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 –

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.