Area Case Coordinator
13 hours ago
Bradford
Company description: Water Utility Company based in Yorkshire region of England. Job description: Area Case Coordinator Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water: We offer a competitive salary, depending on experience £34,294 - £42,733 Company Car Benefit 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 Area Case Coordinator progression plan 25 days annual leave plus bank holidays plus an extra wellness day! 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: These roles are regional roles so base location will be dependent on the successful candidates home base. Work type: Permanent. 37 hours per week, Monday Friday. We have a number of new and exciting opportunities for Area Case Coordinators to join the Water Distribution at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be 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, its so much more than this. We look after communities, protect the environment, and plan to look after Yorkshires 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 regions 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. Water Distribution are a key part of how we plan to meet the changing expectations of customers and regulators. Were looking for a proactive and customer-focused individual to support, influence, and drive the resolution of sensitive and escalated customer cases. This role involves working closely with Field Operations Managers and the Customer Management Centre to manage complex customer issues, helping to improve satisfaction scores and reduce journey times. Youll provide technical expertise and training to key stakeholders to ensure compliance and deliver right-first-time outcomes. Additionally, youll analyse dashboard data to communicate workbasket performance, enabling informed decisions and continuous improvement across teams. Where you fit in: As our Area Case Coordinator you will Work as part of the team to deliver excellent performance by understanding how their individual performance links into achieving the teams wider objectives. Demonstrate relentless drive, energy and determination to deliver sustainable outperformance for YW that rigorously achieves our vision to be clearly the best against demanding competitive industry benchmarks. Demonstrate financial awareness when making day to day business decisions. Ensure communications are maintained with sensitive and high impact customers through to resolution. Investigate, assess, negotiate, and respond to complaints from high impact / sensitive customers within company and regulatory targets providing excellent and well-informed customer service. Investigate, assess and negotiate high impact / sensitive customer compensations claims to ensure a win win situation for the customer and the company. Manage high impact / sensitive customer complaints through to resolution. Feed into the companys CPR (Customer Problem Register) database and regular review meetings with Field Ops teams and customer teams. What skills & qualifications you will need: Experience of understanding where your role fits within a business plan and developing ways to deliver the outputs. Develops and maintains effective internal and external relationships. Experience of supporting and embedding change, able to influence and drive the right culture and behaviours. Clearly demonstrates the Yorkshire Water company values and behaviours. An ability to understand technical issues and explain them in plain English. Understanding of ICE and other ICOM systems and generic IT systems is essential. Ability to analyse and draw meaningful conclusions from data and communicate at all levels within the business. Customer service experience verbal, written and face to face. A full UK driving licence is essential as this role will involve travel across the region. You will also benefit from having: Experience of delivering against challenging business targets. Previous experience in a commercially orientated and / or regulated environment. Previous experience gained within the water or wastewater sectors or within the broader utilities, process or manufacturing industry sectors. Customer service experience verbal, written and face to face. Although we operate 24 hours a day, 365 days a year, its 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 isnt always easy! Do we sound like your cup of tea? If youve got experience as an Area Case Coordinator 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. Closing date 23rd September 2025 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. TPBN1_UKTJ