Customer Resolution Agent

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

• Starting salary from £27,717 per annum
• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Operational Contact Centre Agent progression plan
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• 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!

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. We expect you to work 3 days in the office and 2 days working from home.

We have a number of permanent full time opportunities available working 37 hours per week, with a number of different shift patterns available covering our working window of 6:00am-10:00pm Monday – Sunday. You will be required to work one day over the weekend with a day off during the week.

If so, this could be the opportunity for you…

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.

As 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 in line with our progression plans, to add to your skills with communication to customers via social media and written correspondence (e‑mails/letters).

You will be playing a vital role helping and supporting our customers across the Yorkshire region and playing your part towards the company strategy “A thriving Yorkshire. Right for customers. Right for the environment.” You will work closely with a wide range of colleagues in the Customer Management Centre to ensure customer satisfaction and will work in line with our Customer Promise.

To ensure we are supporting you in delivering the best service you can, you will be given an excellent onboarding and induction programme when you start with us. Providing you with the best tools and knowledge. Alongside this, we have a great progression scheme to help you grow and develop, in your Yorkshire Water career.

You will be passionate and enthusiastic about delivering an excellent customer experience to our customers. You will be able to understand customer needs, show empathy and creative positive outcomes. You will be highly organised, able to manage a varied workload and work on your own initiative, using problem solving skills to resolve customer issues.

A strong communicator you will have good written and verbal communication skills, you will be able to ensure that customer information is updated accurately. It would be advantageous if you are comfortable in influencing others as you will need to elevate customer issues at times to ensure resolution.

You will be focused on continuous improvement and have a…