Customer Compliance & Assurance Manager

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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 salary from £43,003- £53,754 per annum, depending on experience

• Annual performance related bonus
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Customer Compliance & Assurance Manager 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: Bradford / Hybrid Working (3 x days in the office per week - Bradford)

Work type: This is a permanent position. Working 37 hours per week, Monday - Friday between a working window of 8:00am-6:00pm.

We have an exciting opportunity for a Customer Compliance & Assurance Manager to join the Customer Experience Team 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, 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:

You will own Level 1 Compliance across Service Operations, including Regulatory Compliance linked operational legislation, you will ensure we are following agreed customer standards and processes. You will develop and maintain the Compliance Framework across Service Operations and develop key reporting and assurance measures against the area of Compliance.

You will support both the Complaints Manager and Manager of Compliance & Complaints in representing the business in regulatory forums and audits. You will play a key role in ensuring the business meets commitments of remaining 100% compliant and lead a team of Compliance Specialists who will complete large scale audits of process and process adherence.

What skills & qualifications you will need:

• A strong background and a passion to deliver excellent customer experiences
• Previous experience of managing people in a busy customer service environment
• Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
• Understands key customer service processes, standards and service protocols
• Excellent IT skills as you will be using a range of company IT systems in the role, also you will have a good level of Excel knowledge as you will be using pivot tables and basic formulas on spreadsheets within the role
• Strong networking and influencing skills with an ability to challenge and negotiate.
• Demonstrates a can-do attitude and a solution focused approach.
• Excellent and varied communication skills liaising with the team and cross functionally. This includes both written and verbal communication skills.
• Excels working in a performance driven environment - 1:1 coaching will be provided within the role to support performance and development in the role
• Competent with coaching performance framework to improve overall team performance
• Adaptable to change and being flexible to different options/ways of working

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!

Do we sound like your cup of tea?

If you've got experience in customer service and customer service processes, standards and service protocols 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.

Please apply online and submit an up to date CV and covering letter outlining your suitability for the role.

Recruitment Process:

Closing Date -5th 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.

No agencies please.