Collections Customer Service Advisor

at  Yorkshire Water

Hello! Thanks for stopping by…
We have an exciting opportunity at Loop (Yorkshire Water’s award-winning sister company) to join our Collections 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 09:30–18:00 Monday – Friday and alternative Saturday 9:00-15:00. Hybrid working is available once probation is completed in agreement with your manager
Location: Bradford, Thornbury

WHAT KEY SKILLS ARE WE LOOKING FOR:

• Professional and have an excellent telephone manner.
• Confident communication and negotiation skills, with the ability to deal with customers who may be experiencing financial difficulties.
• Experience of building rapport and understanding customer’s needs to ensure the customer is completely satisfied.
• Ability to identify and add Priority Services Register
• Excellent understanding of corporate systems and processes
• Emotional intelligence
• Understanding of how other areas of the business work
• Able to work on own initiative as well as part of a team.
• Ability to build relationship with all areas of Loop and YW
• Ability to proactively adapt to change
• Ability to identify and apply schemes such as WaterDirect, WaterSure, WaterSupport and Resolve
• Able to identify accounts subject to court enforcement.
• Able to identify accounts that are with third party debt agencies

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.

Working as a Collections Customer Service Advisor you will be expected to provide exceptional customer services to all Yorkshire water customers, using effective Internal and External Collections strategies whilst balancing business and customer needs to ensure cash collections and ability to pay.