Customer Case Manager – Out of Hours

Yorkshire Water

Customer Case Manager at Yorkshire Water supporting operational excellence in customer service. Handling inbound contacts and managing incidents for water and waste operational queries.

Posted 5/28/2026full-timeBradford • 🇬🇧 United KingdomMid-LevelSenior💰 £28,895 - £35,754 per yearWebsite

About the role

Key responsibilities & impact

Support and deliver operational excellence across Customer Service
Handle and manage inbound operational (water and waste) customer contacts
Deliver excellent customer service by taking ownership of customer issues
Direct complex issues to the right team for resolution
Provide dedicated customer communication in the management of incidents
Update and resolve channels of communication
Provide support to the Duty Manager during incidents
Act as a central point of contact for all operational contacts
Use technical knowledge in relation to customer contacts

Requirements

What you’ll need

Passionate in delivering excellent Customer Experiences for our customers
Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
Adaptable to change and flexible to different options/ways of working
Excellent written and verbal communication skills, able to communicate effectively at all levels
Able to take on feedback to improve own performance and fully develop within the role
Previous experience of working in a performance driven environment
Able to understand customer needs, show empathy and create positive outcomes.
Able to demonstrate drive, dedication and ambition to deliver first class customer service.
Excellent IT skills
A responsible individual, with the ability to cope under pressure calmly and rationally in a sometimes, stressful operational environment.
Able to take responsibility for your own health, safety and wellbeing and that of others.

Benefits

Comp & perks

Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
Attractive pension scheme (up to 12% company contribution)
Development opportunities in line with the Customer Case Manager progression plan
25 days annual leave plus bank holidays – plus 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!

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

problem solvingadaptabilitycommunicationempathydrivededicationambitionstress managementinitiativeperformance improvement