We have an exciting opportunity at Loop (Yorkshire Water’s award-winning sister company) to join our Billing Department as a Customer Service Advisor.
Starting salary £25,869 with a clear progression path which can eventually earn you a salary of £30,640 + attractive pension + annual performance related bonus + 25 days annual leave plus 1 Wellness Day.
The working pattern will be between the hours of 10:00–18:00 Monday – Friday and alternative Saturday 9:00-17:00. Hybrid working is available once probation is completed.
Location: Bradford, Thornbury
What's in it for you:
1. We're committed to providing a work environment that supports your well-being and allows you to maintain a healthy work-life balance.
2. Annual company performance related bonus.
3. 25 days annual leave plus bank holidays – plus an extra wellness day!
4. Attractive pension scheme (up to 10% company contribution).
5. Occupational Health team to look after your wellbeing.
6. Free parking & Prayer room on site.
7. Loop Social Club with access to reduced priced tickets for events.
8. Regular events to recognise and celebrate our employee’s diverse cultures.
9. We raise money for charities chosen by you.
10. Flexible benefits package, including health cash plan scheme, critical illness insurance, dental insurance, life assurance, and partner cover.
11. Access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts, and more.
12. Career enhancement and development opportunities through our Development Framework and Progression plans.
What the role will involve:
Working as a Billing Customer Service Advisor, you will provide exceptional customer service to all Yorkshire Water customers, supporting their needs across all channels and ensuring our billing records are kept up to date.
You will respond to a variety of billing calls from customers, answering questions and queries about their accounts, from taking simple bill payments to responding to more complex calls explaining how bills are calculated.
Where you fit in:
1. Take responsibility in handling billing queries through understanding, explaining, providing customers reassurance, and resolving the contact first time.
2. Understand & resolve billing customer queries ensuring service is tailored to provide the most beneficial option for the customer.
3. Identify when a customer query falls outside of normal parameters to appropriately escalate to the right level of leadership.
4. Identify vulnerable customers, understand their specific needs, and provide the range of outcomes we can offer to support them.
5. Handle & update customer information to ensure records are kept up to date.
6. Contribute to regulated company performance by recognising customer sentiment and correctly logging customer contacts.
7. Own personal performance, engaging in discussions to support business improvements.
What Key skills are we looking for:
1. Confident communication skills, verbal and written.
2. Ability to deliver excellent customer experience.
3. Ability to work on own initiative as well as part of a team.
4. Confident numerical & English skills.
5. Ability to proactively adapt to change & flexibility of working in different ways.
6. Comfortable working in a coaching-oriented organisation.
7. Motivated by working in a performance-driven and fast-paced environment.
What we do:
Loop is a contact centre dealing with billing calls for Yorkshire Water, providing a range of other services including income collection & debt recovery. We prioritize colleague wellbeing and a positive work experience for all through our Wellbeing strategy and Great Place Work Team.
If you’ve got experience in customer services and want to help us deliver great service for our customers, then click apply now, we would love to hear from you.
Please note: If you are successful in securing the role, you will need to be available for an induction training programme which is Monday–Friday, 9am until 5pm for a 5-week period from the start date.
The start date will be Monday 12th May 2025.
The closing date for this role is Monday 7th April 2025 but this may be brought forwards if we receive a high number of applications.
Telephone interviews will commence immediately followed by face-to-face interviews. If successful, you will be required to undergo pre-employment checks including a Basic Disclosure Check.
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