Customer Advisor – Developer Services

Job Overview: Customer Advisor – Developer Services

The Customer Advisor – Developer Services at Yorkshire Water is a specialized liaison role that facilitates the critical infrastructure link between new construction projects and the regional water network. Based in Leeds (with an initial transition from Bradford), this position moves beyond traditional retail customer service into the realm of technical utility coordination. You will serve as the primary navigator for individual homeowners and commercial developers, guiding them through the regulatory and operational journey of securing clean water and sewerage connections for new sites.

Key Responsibilities

As the “face” of the Developer Services department, your daily operations center on high-level case management and technical communication:

• Front-Line Project Coordination: Acting as the first point of contact for all clean water and sewerage inquiries, managing the “connection journey” from initial application to final execution.

• Stakeholder Engagement: Building relationships with a diverse range of stakeholders, including property developers, site managers, and internal engineering teams.

• Inbound/Outbound Case Management: Handling high-volume telephony and digital correspondence, ensuring that complex inquiries are either resolved at the point of contact or accurately routed to technical specialists.

• System Integrity: Maintaining meticulous records within Yorkshire Water’s IT frameworks, ensuring project timelines, compliance data, and customer interactions are captured with 100% accuracy.

• Escalation Resolution: Utilizing advanced influencing and negotiation skills to manage sensitive or high-priority customer queries, ensuring service levels remain within regulatory standards.

Required Qualifications & Skills

Yorkshire Water seeks a professional who combines an empathetic customer-centric approach with the ability to navigate technical processes:

• Proven Service Expertise: Significant experience in a professional call-handling environment (inbound/outbound) with a track record of meeting service KPIs.

• Conflict Resolution: Demonstrated ability to manage escalated queries and resolve complex customer dissatisfaction with a professional, solution-oriented demeanor.

• Communication & Influencing: High-level verbal and written communication skills, capable of explaining utility regulations and technical processes to non-experts.

• Digital Literacy: Proficiency in the Microsoft Office suite and the ability to adapt quickly to specialized utility management software.

• Organizational Mastery: The ability to prioritize a self-managed workload within a fast-paced environment that operates within a 8:00 am – 6:00 pm window.

About the Company: Yorkshire Water

Yorkshire Water is a cornerstone of the UK utility sector, providing essential water and wastewater services to over 5.4 million people and businesses across the Yorkshire region. Part of the Kelda Group, the company is currently navigating a period of significant transformation driven by new environmental legislation and unprecedented infrastructure investment. As a major regional employer, Yorkshire Water emphasizes community stewardship and environmental protection, positioning itself as an industry leader in sustainability and public health.

Market & Industry Context

The UK construction and housing market is under constant pressure to deliver new developments, making the Developer Services department the “engine room” of regional growth. For Yorkshire Water, this role is critical because it ensures that new housing does not just meet commercial deadlines but also adheres to strict environmental and safety standards. With the shifting landscape of water regulation (Ofwat) and the move toward more sustainable urban drainage, Customer Advisors are increasingly required to understand the broader impact of utility connections on the regional ecosystem.

Career Growth & Progression Path

Yorkshire Water provides a structured Customer Advisor Progression Plan, offering a transparent roadmap for career advancement:

1. Senior Customer Advisor: Transitioning into a mentorship role, handling the most complex developer accounts and process improvements.

2. Technical Specialist: Moving deeper into the engineering or regulatory side of Developer Services, focusing on sewer adoptions or water mains designs.

3. Team Leadership: Managing a squad of advisors and overseeing departmental performance targets.

4. Project Management: Transitioning into large-scale infrastructure planning and regional development strategy.

Interview Preparation Insights

Candidates advancing to the interview stage should prepare to discuss the following:

• The “Connection Journey”: Research the basic steps a developer must take to connect a new house to the water main. Familiarity with the “Self-Lay” vs. “Wholesale” path is a plus.

• Escalation Examples: Prepare a specific “S.T.A.R.” (Situation, Task, Action, Result) example of a time you turned a frustrated customer into a satisfied one.

• Stakeholder Awareness: Be ready to explain how you would tailor your communication style when speaking to a large-scale commercial developer versus a local homeowner.

• Hybrid Adaptability: Since the role involves working from home and a transition to Leeds Valley Park in Summer 2026, emphasize your ability to maintain productivity in a hybrid environment.

Salary & Benefits Insight

Work Environment & Location Insights

This role offers a modern, hybrid working model, typically requiring two days per week in the office. This provides an excellent balance for professionals seeking flexibility. While initially based in Bradford, the strategic move to Leeds Valley Park in 2026 signals a shift toward a high-tech, collaborative office environment designed for the future of utility management. Leeds is a premier hub for professional services in the North of England, providing a vibrant backdrop for a career in a stable, essential industry.

Compliance & Equal Opportunity Note

Yorkshire Water is an inclusive employer dedicated to reflecting the diverse communities of the Yorkshire region. The recruitment process includes a Basic Disclosure Check and potential security vetting (CTC or SC clearance). The company actively encourages applications from all backgrounds and is committed to making reasonable adjustments for candidates with accessibility needs or disabilities.

Job Requirements and Qualifications

• Customer Service: Proven experience in a professional customer service environment, specifically handling inbound and outbound calls and after-call work.

• Communication Skills: Excellent verbal and written communication skills with the ability to manage escalated customer queries effectively.

• Interpersonal Skills: Strong influencing skills and the ability to build working relationships with stakeholders, customers, and internal colleagues.

• Technical Skills: Competent IT skills, particularly in Microsoft Office applications and the ability to update internal database systems accurately.

• Mindset: A customer-focused approach with a “right first time” attitude for resolving inquiries.

• Background Checks: Successful candidates must pass a Basic Disclosure Check and potentially further security vetting (CTC or SC clearance).

Step 2: Data Tables and Interview Tips

Core Summary

Additional Job Details

Interview Preparation Tips