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 £24,638 with a clear progression path which can eventually earn you a salary of £29,320 + 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 and fully trained first aiders.
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, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex 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:
As a Billing Customer Service Advisor, you will provide exceptional customer service to all Yorkshire Water customers, supporting customer needs across all channels, and ensuring our billing records are kept up to date.
You will respond to a variety of billing calls from Yorkshire Water’s customers, answering questions and queries about their accounts, which can range from taking simple bill payments to addressing more complex inquiries regarding bill calculations.
Where you fit in:
1. Handle billing queries by understanding, explaining, providing reassurance, and resolving contacts on the first attempt.
2. Resolve billing customer queries, tailoring service to provide the most beneficial options for customers.
3. Escalate queries that fall outside normal parameters to the appropriate leadership for speedy resolution.
4. Identify vulnerable customers, understand their specific needs, and offer suitable outcomes.
5. Update customer information to ensure records are accurate.
6. Contribute to regulated company performance by recognizing customer sentiment and logging contacts appropriately.
7. Engage in discussions to support business improvements and stay updated with procedures and practices.
What Key skills are we looking for:
1. Confident communication skills, both verbal and written.
2. Ability to deliver excellent customer experience.
3. Ability to work independently as well as part of a team.
4. Confident numerical and English skills.
5. Proactive adaptability to change and flexibility in work methods.
6. Comfortable working in a coaching-oriented organization, motivated to fulfill our company vision.
7. Driven by working in a performance-driven and fast-paced environment.
What we do:
Loop is a contact center handling billing calls for Yorkshire Water, providing a range of services including income collection and debt recovery. We prioritize colleague wellbeing and a positive work experience through our Wellbeing strategy and Great Place Work Team.
If you have 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 program which runs Monday–Friday, 9am until 5pm for a 5-week period from the start date.
Start dates: 26th March and 4th April. The closing date for this role is 15th February but may be brought forward if we receive a high number of applications.
Telephone interviews will commence immediately followed by face-to-face interviews.
If successful, you will undergo pre-employment checks including a Basic Disclosure Check, and may also require security vetting for either Counter Terrorist Check or Security Check clearance.
Please see link to our testimonials below:
“We own it, we’re always learning, we have heart, we’re better together’.
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