Hello! Thanks for stopping by…
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 (normally within 26 weeks but this will be under your managers discretion)
Location: Bradford, Thornbury

WHERE YOU FIT IN:

• Take responsibility in handling billing queries through understanding, explaining, providing customers reassurance, and resolving the contact first time.
• Understand & resolve Billing customer queries ensuring service is tailored to provide the most beneficial option for the customer.
• To understand when a customer query falls outside of normal parameters to appropriately escalate to the right level of leadership to ensure speedy resolution.
• Identifying vulnerable customers, understanding their specific needs and make available the range of outcomes we can offer to support them.
• Handle & Update customer information to ensure records are kept up to date.
• Contribute to regulated company performance by recognising customer sentiment and correctly logging customer contacts.
• Ownership of personal performance, engaging in discussions to support business Improvements, keeping up to date with procedures and working practices by using internal resources available.

What Key skills are we looking for:

• Confident communication skills, verbal and written.
• Ability to deliver excellent Customer Experience
• Ability to work on own initiative as well as part of a team.
• Confident Numerical & English skills.
• Ability to proactively adapt to change & flexibility of working in different ways.
• Comfortable working in a coaching orientated organisation. Motivated and engaged to fulfil our company vision.
• Motivated by working in a performance driven and fast-paced environment.
• Strong IT skills.

WHAT WE DO:

Loop is a contact centre dealing with billing calls for Yorkshire water, they also provide a range of other services to Yorkshire water including income collection & Debt recovery. It is a Great Place to Work and have been awarded a one-star award and deemed an outstanding company to work for.
Colleague wellbeing and a genuinely positive work experience for all are key priorities. We achieve this through our Wellbeing strategy and our Great Place Work Team. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of “A thriving Yorkshire. Right for Customer. Right for the environment.”
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.

WHAT THE ROLE WILL INVOLVE:

Working as a Billing Customer Service Advisor you will be expected to provide exceptional customer services to all Yorkshire water customers, supporting customer needs across all channels, ensuring our billing records are kept up to date.
You will be responding to a variety of billing calls from Yorkshire Water’s customers, answering questions and queries about their accounts. These can vary from taking simple bill payments, dealing with changes of address to responding to more complex calls explaining how bills are calculated. Could this be you?