Kelda Group Limited
Operational Contact Centre Agent
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Operational Contact Centre Agent
Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:
Salary & Benefits
- We offer a starting salary from £28,895 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 two wellness days!
- 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!
Location
Leeds Valley Park 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.
Working Pattern
- We have a number of permanent full-time opportunities available working 37 hours per week
- Different shift patterns available covering our working window of 8:00am-8:00pm Monday – Sunday
- You will be required to work one day over the weekend with a day off during the week
Are you passionate about providing great customer service and getting a successful resolution to a problem? If so, this could be the opportunity for you…
What We Do
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 mean that this is an exciting time to discover opportunities within the water industry.
Where You Fit In
As Operational Contact Centre Agent, you will provide our customers with operational resolution to their queries or issues. Initially your role will be focused 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).
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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.
Key Skills Required
- 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 create positive outcomes.
- You will be highly organized, 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 escalate customer issues at times to ensure resolution.
- You will be focused on continuous improvement and have a desire for learning and developing in the role. You will be comfortable in receiving feedback to improve your own performance. Previous experience of working in a performance-driven environment is desirable.
- You will have excellent IT skills as you will be using a range of computer systems in the role.
- You will be adaptable to change and flexible, embracing different options and ways of working. You may be required to work a bank holiday due to the nature of the business, this will be in line with your shift pattern.
- Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!
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Do we sound like your cup of tea?
If you’ve got experience in Customer Services and want to help us deliver great service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.
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.
Recruitment Process
- Closing Date – 4th October 2026
- Assessment Centres to take place w/c 29th September and 5th October
- We are looking for successful candidates to be available to start on 9th November 2026. We will require people to work 9am-5pm Monday to Friday, for the period for their training which is typically around 8 x weeks. We ask that no holiday is taken during the first 8 week training period.
- 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 committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.
If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.
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.
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