Full Time Billing Customer Service Advisor

**At Loop, we whole-heartedly believe that ensuring our employees are happy and feel supported at work is key to providing excellent customer service.**

Loop was created in April 2000 from within the Kelda Group to provide managed customer services to our sister company Yorkshire Water. We are based in Thornbury, Bradford, on the border with Leeds (near Pudsey)

Here at Loop we aim to build excellent connections with every interaction we have. We believe we are an exceptional company to work for, but don’t just take our word for it, we have 2 stars in the recent Best Companies survey to prove it

We are looking for passionate customer focused colleagues to come and join our team in the Billing Contact Centre as a Customer Service Advisor. The roles are customer facing and we offer a starting salary of £19,358. We have a fantastic progression plan in place so you could earn up to £24,067.

Working in our Call Centre, 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.

**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.**

We also have a hybrid approach to working so once you have completed your 5 week training programme and passed your 3 month probation period, we can offer remote working from home and office based working to suit you.

There is a strong sense of belonging within Loop and our employees regularly describe us as being like a family. Supporting a work/life balance is important to us and our family-friendly and flexible working policies ensure employees feel genuinely cared for.

Don’t worry if you’re new to contact centre work. We pride ourselves on delivering an excellent induction programme and ongoing training and support, so you’ll be fully equipped with everything you need to know right from day one.

We have a highly diverse workforce and we understand that our people are our greatest asset so we invest heavily in training and development and constantly review and improve our policies for the benefit of all who work here.

**We firmly believe that excellent customer service is inextricably linked to having fantastic people working in a supportive and happy environment, which has led to the development of our fantastic benefits and reward policies including**:

- Annual company performance related bonus
- Pension scheme
- 25 days plus bank holidays
- A Rewards & Recognition scheme
- Free onsite parking, cycle to work and car share scheme
- Loop Social Club with access to reduced price tickets to events
- We have a fab Occupational Health Team to look after your well-being and fully trained mental health first aiders
- And because we care, we have the “Heart of Loop Charity activity”
- The option to volunteer in the community
- Regular events to recognise and celebrate our employee’s diverse cultures

**So, are you who we are looking for?**
- We’re looking for individuals who are excellent communicators with the ability to build rapport with customers.
- Calls are varied so you’ll need great listening skills to be able to understand customer queries in order to get it right the first time for customers.
- Numeracy, IT skills and a good standard of spelling and grammar.

You’ll be someone that’s passionate about delivering a fantastic customer experience and have experience of dealing with customers face to face or over the telephone.

The next start date we are recruiting for is 26th of October

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**Telephone interviews will commence immediately**
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**Virtual interview will commence w/c 1st September**

The interview will be held virtually so access to Microsoft Teams is essential

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

Everyone has an idea of what a water company does. Here in Yorkshire we make sure that all 5.2 million people living in the region have clean safe drinking water on tap and their wastewater taken away. But for us it's so much more than this.

We care passionately about the environments and communities in which we work; we always look for new innovative ways to do things that deliver great value for our business and deliver the service our customers want and expect.

Our customers are at the heart of what we do and how we do things. We work best as a company to deliver this when we work together - team work, creativity, enthusiasm and passio