Overview
Hello! Thanks for stopping by. Yorkshire Water invites you to consider joining our team as an Operational Contact Centre Agent. We are a water and wastewater services provider for the Yorkshire region, focused on delivering excellent customer service and sustainable solutions.
Where you fit in: As an Operational Contact Centre Agent, you will provide operational resolution to customer queries or issues. Initially your role will be focused on taking inbound calls. With coaching and progression, you will expand to communicate with customers via social media and written correspondence (emails/letters). You will support customers across the Yorkshire region and contribute to the company strategy “A thriving Yorkshire. Right for customers. Right for the environment.” You will work with colleagues in the Customer Management Centre to ensure customer satisfaction and align with our Customer Promise.
We offer an onboarding and induction programme to equip you with the tools and knowledge needed, plus a progression scheme to help you grow in your Yorkshire Water career.
Responsibilities
* Provide operational resolution to customer queries or issues, initially via inbound calls.
* Progress to handle communications through social media and written correspondence as you gain experience.
* Support customers with the aim of achieving high satisfaction and align with the Customer Promise.
* Collaborate with a wide range of colleagues in the Customer Management Centre.
Location and Working pattern
Location: Bradford, with a hybrid working arrangement (3 days in the office and 2 days from home).
Working pattern: Permanent full-time roles, 37 hours per week, with shift patterns covering 6:00am–10:00pm, Monday–Sunday. You will be required to work one day over the weekend with a day off during the week.
Salary & Benefits
* 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
* Benefits package options: 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 and more
Key skills and qualifications
* Passionate about delivering an excellent customer experience with empathy and problem solving
* Strong organisational skills, ability to manage a varied workload and work on own initiative
* Strong written and verbal communication; ability to update customer information accurately
* Ability to influence others and escalate issues when necessary
* Aiming for continuous improvement with a learning mindset and openness to feedback
* Excellent IT skills and comfort using a range of computer systems
* Flexible and adaptable, able to work different options and bank holidays as required
* Willingness to support flexible working patterns and job share where possible
Other information
* Do we sound like your cup of tea? Apply today to discover what a career with Yorkshire Water can offer you.
* Application requirements: online application, covering letter and CV outlining suitability.
* Recruitment process: closing date 25 September 2025; interview assessments in w/c 22 and 29 September 2025; start date could be 20 or 27 October 2025 with training 6 weeks from 9am–5pm, Monday to Friday.
* Pre-employment checks: Basic Disclosure Check; possible Counter Terrorist Check or Security Check depending on role; medical questionnaire and possible further medicals.
* Accessibility: adjustments available to make the recruitment process accessible. If you have an accessibility need or disability, please indicate in your application so adjustments can be discussed.
* Kelda Group reserves the right to close the position before the published closing date.
* No agencies please.
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