Customer Incident Advisor

Customer Incident Advisor

• Salary: £29,723 – £36,991 per annum dependant on experience
• Annual performance related bonus
• Attractive pension scheme (up to 10% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays – plus an extra wellness day
• Benefits: health cash plan, 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

Where you’d work

This role will initially be based in the Service Centre, Bradford, but will move to Leeds Valley Park in summer 2026.

Work type

Permanent, full‑time. Hours average 222 per six‑week rota period, with a typical shift between 6 am and 10 pm, including weekends, bank holidays and duty as required. Occupational driving may be required; a valid UK driving licence is a condition of employment.

What we do

Yorkshire Water provides essential water and wastewater services to over 5.4 million residents, protecting the environment, supporting communities and ensuring the supply of safe drinking water.

Where you fit in

• Deliver dedicated incident customer service, supporting customers requiring extra help and maintaining operational integrity under health and safety regulations.
• Monitor and manage customer referrals, commitments and correspondence for the Clean and Wastewater business units, acting as a key incident operational contact in line with regulatory timescales.
• Own operational response processes for customers needing extra assistance, including running Priority Services Register reports to identify impacted customers and manage the response from start to finish.
• Assess individual customer needs and tailor responses, updating them on service events and planned support.
• Attend customer properties when required to provide on‑site response and reassurance.
• Collaborate with third‑party providers to ensure seamless service delivery and use reporting mechanisms for level one assurance.
• Maintain and update data sources for accurate records and insights into customer service performance.
• Identify opportunities to improve service provision for customers needing extra assistance, exceeding regulatory and strategic commitments.

Extended incident response and improvements

• Use various communication channels to deliver timely, relevant updates during operational events, coordinating with the communications team.
• Provide support to the Duty Manager and wider team during incidents.
• Resolve high‑priority, complex, and emergency customer impact problems.
• Manage escalations to bring incidents to resolution swiftly, alongside 24/7 colleagues.
• Apply technical knowledge on customer contacts and collaborate with colleagues to mitigate impact, integrating insights into communications and response.
• Provide out‑of‑hours service as required through a formal standby arrangement.

What skills & qualifications you will need

• Good understanding of company systems (Advantex, SAP, Odyssey, social media platforms, ICOM and related systems).
• Ability to analyse data for insights to reinforce performance and suggest improvements.
• Excellent interpersonal and customer service skills with high empathy; serve as the conscience of the customer in central control.
• Strong verbal and written communication.
• Drive, dedication and ambition to deliver first‑class service.
• Ability to build relationships with internal and external customers and adapt to individual requirements.
• Collaborate with senior stakeholders to inform them of field work and influence decision‑making.
• Highly organised, multitask, manage time efficiently to meet stringent timescales.
• Able to anticipate problems, understand causes, and devise practical solutions.
• Flexible, responsible and capable of working efficiently under pressure.

Yorkshire Water offers flexible work patterns and job share options where possible to support work‑life balance.

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