Real Time Customer Service & Incident Specialist

Work type: Working hours are 37 hours per week on a rotational shift pattern between the working window of Monday to Saturday 6:30am to 10:00pm and Sunday 7:30am to 10:00pm. (This includes bank holidays; time worked on a bank holiday you will receive a day off in lieu.)

We have three exciting opportunities for Real Time Customer Service & Incident Specialist's to support Real time service within the Performance & Planning team as a part of Yorkshire Water's Operational Customer Experience offering. Two of the positions are on a permanent basis and one is a temporary position for 12 x months.

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 means that this is an exciting time to discover opportunities within the water industry.

Where you fit in:

In a real time, fast paced and reactive environment, you will coordinate available resources on the day to help achieve the delivery of set service level agreements and fulfil customer commitments. You will work closely with key stakeholders and support the roll out of Business Continuity plans in the event of technical/operational incidents and ensure teams are always available to help our customers with a first-time resolution to any issues being reported.

As part of Performance and Planning, you will highlight resource or skills gaps, enabling our colleagues to support customers via multiple, simple to use, contact channels.

You will use workforce management systems, monitor real-time adherence and provide insight and feedback, evidenced through reporting.

This is a great opportunity to be the central point of contact for various areas of the business with the Operational Customer Service teams in times of operational emergencies or loss of IT systems.

This role provides a great opportunity for someone wanting to further develop their skills and experience in a customer service delivery function especially with regards developing excellent analytical and organisational skills.

What skills are we looking for?

• Strong IT skills with familiarity of the Microsoft suite: Office applications, Teams, and SharePoint


• Good analytical skills, able to interpret simple data sets to identify trends


• Excellent communication skills and the ability to confidently deliver difficult messages and build up effective stakeholder relationships.


• Ability to make informed and balanced decisions in challenging situations


• Ability to work under pressure and to tight timescales, whilst being adaptable and flexible


• Passion to drive own personal development


• Positive about change and champions business initiatives amongst colleagues and can celebrate success, contributing to a great working environment


• Ideally you will have previous experience of working in a customer focused contact centre or similar customer service environment. Also previous experience within a similar resource coordination and real-time service role would be advantageous, but this is not essential as full training will be provided.