Billing Customer Service Advisor

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 Relationship Manager.

As an advisor, 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?

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 09:30-17:30 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

** What's in it for you**:

- We're committed to providing a work environment that supports your well-being and allows you to maintain a healthy work-life balance. We continue to offer a great hybrid working arrangement that enables you to work from home or in the office, depending on your preferences and needs.
- Annual company performance related bonus
- 25 days annual leave plus bank holidays - plus an extra wellness day
- Attractive pension scheme (up to 10% company contribution)
- Occupational Health team to look after your wellbeing and fully trained first aiders.
- Free parking & Prayer room on site
- Rewards & Recognition scheme
- Loop Social Club with access to reduced priced tickets for events.
- Regular events to recognise and celebrate our employee’s diverse cultures.
- We raise money for charities chosen by you.
- We also offer a fantastic 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.
- Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more.
- We can offer 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 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.

** 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**:
**Essential**:

- 6 months experience or more in a customer service environment.
- Good Maths & English skills (GCSE Level 4 Pass or equivalent).
- Emotional intelligence skills - the ability to listen and understand customer needs, demonstrating empathy and care.
- Deliver exceptional customer service.
- Confident verbal and written communication skills.
- Ability to adapt to change and work flexibly.
- Strong IT skills and ability to use multiple systems.
- Motivated to work in a fast-paced, performance-driven environment.
- Ability to work under pressure and remain calm in challenging situations.
- Comfortable in a coaching-oriented, highly engaged, and motivated environment.
- Attention to detail to ensure accuracy for customers.

**Desirable**:

- Previous contact centre experience
- Ability to maintain good relationships with key stakeholders.
- Negotiating & influencing skills
- Experience in training and supporting colleagues.

**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