We currently have an exciting opportunity for a for Catchment Team Leader to join the Customer Management Centre
Work Type -This is a permanent role, working full time 37 hours per week, the working pattern we have available is working Monday to Friday 8.00pm- 4.00pm with one weekend day to be worked, every other week and a corresponding day off in lieu during the week that the weekend day is worked.
Where I’d work: Leeds Valley Park with hybrid working in place for this role, we expect people to be in the office 3 x days per week.
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.
Are you passionate about providing great customer service, do you think you can support and develop a team of Customer Resolution Agents and Schedulers in getting it right day & night? Then this could be the role for you.
You will lead and manage a team of Customer Resolution Agents and Schedulers within the Customer Management Centre, to effectively resolve customer issues across multiple communication channels. You will ensure the team manage the customer journey from identifying the problem to sending the right engineer to resolve the issue first time and helping and supporting our customers across the Yorkshire region. This is in line with our company strategy “A thriving Yorkshire. Right for customers. Right for the environment.”. You will be working with the wider team across the Customer Management Centre supporting each other to deliver our shared vision of delivering an exceptional level of customer service in a dynamic and fast paced environment.
You will have a strong background in customer service and a passion to deliver excellent customer experiences. You will have previous experience of managing people in a busy customer service environment.
You will be able to work on own initiative and use problem solving skills to be able to resolve customer issues. You will be highly organised, able to prioritise workloads to meet deadlines and have exceptional communication skills both written and verbal.
You will be able to understand and interpret data and convert this into meaningful conclusions. You will excel in a performance driven culture and be familiar with the coaching performance framework to improve team performance, whilst also been comfortable taking on feedback to improve own personal performance.
With excellent interpersonal skills you will be able to build effective relationships with key stakeholders within Customer Experience and cross-functionally. You will have excellent networking and influencing skills, able to influence, negotiate and challenge where necessary.
You will be using a range of IT systems in the role therefore good IT skills are key and previous knowledge of Yorkshire Water Corporate Systems is desirable. Also previous experience of Microsoft Office, particularly a good knowledge of Excel- pivot tables and basic formulas is key in the role.
If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.
Closing date – 28th 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 proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.
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.
No agencies please.
We’re Yorkshire Water. The people trusted to take care of Yorkshire’s most valuable natural resource. On the surface, it sounds simple. We manage and look after the region’s water. But water is not quite like anything else. We’re not like any other business – and nowhere is quite like Yorkshire. Our work means much more than just supplying clean drinking water, taking away wastewater and looking after the region’s coast and countryside. We’re an integral part of Yorkshire life and millions of people who live and work here rely upon us, every single day.
We look after communities, protect the environment and plan ahead to look after Yorkshire’s water, today, tomorrow, always. 24/7, 365, 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. That means over 5 million customers, and the millions of people who visit Yorkshire each year rely on us, every day. 140,000 businesses also depend upon the water we supply and the wastewater we take away to provide goods and services that support the economy – not only in Yorkshire, but across the United Kingdom and beyond.
