Yorkshire Water
Catchment Team Leader
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Catchment Team Leader
Salary range: £36,673–£45,776 per annum (dependent on experience)
- Annual performance-related bonus
- Attractive pension scheme (up to 12% company contribution)
- Development opportunities aligned to the Catchment Team Leader progression plan
- 25 days annual leave plus 8 bank holidays and two wellness days
- Bank holiday days in lieu if required to work on holidays
- Life assurance cover: 4 times pensionable salary
- 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!
Two exciting opportunities available
We're recruiting for:
- One permanent role
- One temporary role (12 months)
Hours: Shifts 12:00–20:00 (8:00 PM) Monday–Friday, with optional weekend shifts swap for days off during the week.
Location:
- Initially based in Bradford
- Office will move to Leeds Valley Park in September 2026
- This role will be hybrid working.
About Us: What We Do
We are a Yorkshire water company, ensuring:
- 5.4 million+ people in the region have clean, safe drinking water
- Wastewater management for residents and visitors
- Protection of communities and the environment 24/7, 365 days a year
Our work funds health, wellbeing, and economic prosperity in Yorkshire.
With new environmental legislation, significant investments, and evolving customer expectations, the water industry offers exciting career opportunities.
The Role
Are you passionate about customer service excellence? Do you enjoy leading and developing teams? Then this is the perfect role for you.
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Key Responsibilities
As Catchment Team Leader, you will:
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Lead and manage a team of Customer Resolution Agents and Schedulers to resolve customer issues across multiple communication channels.
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Ensure the team follows the customer journey: from issue identification to sending the correct engineer for first-time resolution.
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Drive adherence to company strategy: "A thriving Yorkshire. Right for customers. Right for the environment."
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Collaborate with stakeholders to:
- Allocate resources to meet Service Level Agreements (SLAs) daily.
- Improve processes using data-driven insights for better customer and colleague outcomes.
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Foster excellence through:
- Effective performance management, coaching, and development aligned with the company’s values and policies.
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Leverage data to:
- Identify team training needs.
- Develop action plans with coaches for improving customer resolution.
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Implement quality assurance checks to ensure efficient customer issue resolution.
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Demonstrate company values to contribute to being a Great Place to Work (GPTW).
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Knowledge of operational goals:
- Understand the Catchment team’s contribution to the Customer Experience Operations business plan.
- Communicate team roles to strategically align with goals.
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Ensure safety and wellbeing:
- Maintain safe working practices and Risk Assessments.
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Support a coaching culture focused on continuous improvement:
- Lead personal and team development initiatives.
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Apply solid knowledge of HR policies:
- Conduct 1:1 meetings, capability discussions, and sickness/absence reviews.
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- Lead regular 1:1s and performance reviews, in line with reward and recognition policies.
Requirements & Skills
Must-Haves
✅ Strong background in customer service with a passion for excellence. ✅ Experience managing a team in a high-pressure customer service environment. ✅ Ability to work autonomously, solve problems efficiently, and prioritise workloads. ✅ Exceptional communication skills—written and verbal. ✅ Proficient with data: - Understand and communicate insights from data for improvement. - Use performance-driven culture and coaching frameworks. ✅ Strong interpersonal and networking skills: - Build cross-functional relationships and effectively influence stakeholders. ✅ Familiarity with: - Basic Microsoft Office (especially Excel)—including pivot tables and formulas. - Yorkshire Water’s Corporate Systems are a plus. ✅ Comfortable with structured feedback to enhance personal performance.
Ready to Join?
Complete the online application process and submit a covering letter + CV demonstrating your fit for the role.
- Closing date: 7th July 2026.
- Pre-employment checks required (Basic Disclosure & potential security clearance).
- Medical questionnaire/core medicals may be needed.
Accessibility: We prioritise an inclusive recruitment process. If you need adjustments, contact us during application.
Kelda Group reserves the right to close this role early if necessary.
Apply Now: Available via our [careers portal].
No agencies—direct applications only.
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