Start your customer experience career with us
Customers are at the heart of our business, we provide water and wastewater services to over 5 million customers in Yorkshire, using it every day to wash their dishes, make a good old Yorkshire brew or water their flowers in the garden. 140,000 business across the Yorkshire region also rely on it to make steel, brew pints or help local farmers water their crops. We’re behind every Yorkshire reservoir, river and coastline we want to protect the environment. Water is a precious resource from a day at the beach, a puddle splashed in and every single drop of water. Our ambition is “A thriving Yorkshire. Right for customers. Right for the environment”.
We aim to provide the best service to our customers, but when things do go wrong and our customers come across a problem with their water supply or service. We want to be able to be there to help them and to resolve their issue quickly and effectively. We want to be easy to deal with and most of all be a friendly and understanding voice on the end of the telephone, resolving their problem.
Our customer service aspirations
Customer Experience areas
Operational Contact Centre
Our Customer Resolution Team handle all customer queries via phone or our digital channels. They work closely with our water and wastewater operational teams to raise jobs and fix customer issues. We handle an average of 400 operational calls every day!
Our Customer Recovery Team focus on customer complaints about ongoing issues or a complex problems that need resolving.
We also have a planning and scheduling team, customer experience leads, learning and development team and performance coaches.
Control Room
This is the central operational hub of the company. They deal with operational incidents and out of hours customer issues. We have remote technology on a lot of our operational assets like water treatment works, wastewater treatment works and networks. If they alarm, the control room are notified and can either remotely operate or go and resolve issues. It is manned 24/7 by Duty Managers, Planners, Schedulers and Operational Response Teams.
Wholesale Services
Our Wholesale Services Team support water retailers in the provision of clean water services and wastewater services to business customers. Since April 2017, non-household customers in England have the option to choose their water and sewerage retailer in the same way we can choose our gas and electricity provider.
Developer Services
Our Developer Services team work with commercial developers and customers to ensure any new developments have the correct water and wastewater plans in place.
Our Customer Advisors are the first point of contact and see customer and developers efficiently through our processes, ensuring we provide an excellent customer service.
Who are Loop?
Loop is Yorkshire Water's sister company and they look after the production of water bills and any customer queries concerning bills and oversee debt recovery.
Opportunities in Customer Experience
If you're interested in starting an exciting customer service career with us, please visit our Customer Experience Talent Pool. You can apply and upload your CV and when opportunities arise we can proactively contact you.
Our recruitment process
To apply for our customer service opportunities, you need to complete the online application and submit an up to date CV and covering letter outlining your suitability for the role. Please see our application hints and tips for more information.
We often use competency based interviews for assessing our candidates but for some roles you will attend an assessment event. This includes a 1:1 interview and exercises linked to the role it could be a written task, group exercise, data exercise or a customer role play/scenario. We try and make these as close to the role as we can so you can get a real insight into what the role involves. Please see our hints and tips guide for attending our assessment events.
PFD download
Assessment event hints and tips
PFD download
What’s it like to work for us?
Featured Job
Operational Contact Centre Agent
As our Operational Contact Centre Agent, you will provide our customers with operational resolution to their queries or issues. Initially your role will be focussed on taking inbound calls. Once you have built experience through coaching and support, you will progress and communicate to customers via social media and written correspondence (e-mails/letters).
We are looking for passionate and enthusiastic individuals who want to deliver an excellent customer experience to our customers across the Yorkshire region. You will be able to understand customer needs, show empathy and most importantly creative positive outcomes.
What you can expect from us
As well as competitive salary, we develop our people and recognise talent. There are a range of financial and non-financial benefits on offer to Yorkshire Water colleagues.
We put people at the heart of everything we do
Everything we do is designed to put our customers and colleagues first. Our ambition is the north star that guides our decision making and ensures people remain at the heart of everything we do. We’ve only just begun this journey and have a long way to go to achieve our goals, but it’s an exciting time.
Hybrid working
We believe in getting the work/life balance right for our colleagues and that’s why the Customer Experience team can enjoy the best of both worlds – mixing working from home with time in our friendly offices.
Pension
A defined contribution scheme known as Kelda Stakeholder Plan. Your contributions will be made from gross salary, allowing tax and NI savings. The Company will also pay up to a maximum of 10% into your pension based on the level of contributions you make.
Life assurance
Colleagues are provided with death in service life assurance cover of 4 times basic salary.
Annual leave
Colleagues are entitled to 25 days annual leave plus public holidays (pro rata for part time employees.) We also offer competitive maternity leave and flexible return to work options.
Occupational health support
All colleagues can also get support from our in-house Occupational Health Team. Additionally, colleagues can also use the Online GP services.
Discount shopping portal
‘myOffers’ is a one stop shop for 1000s of discounts and vouchers, discounted shopping and more from all your favourite retailers.
Training and development
Colleagues can learn and grow through the wide range of training and development opportunities via our Academy programmes.
Wellbeing programme
The wellbeing of our colleagues is very important to us and all our employees get an annual wellbeing day. We also offer free, independent and confidential information, resources and counselling on a wide range of work, family, and personal issues through the Employee Assistance Programme. In addition to the EAP we offer support specifically for financial wellbeing through an interactive portal.
Diversity and inclusion
Diversity and inclusion is important to us. Our gender pay gap and diversity reports are here for you to read or download.
See our latest news and vacancies.