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- Tasks: Provide top-notch customer service for billing inquiries and account updates.
- Company: Join Loop, Yorkshire Water's award-winning sister company, known for its supportive work culture.
- Benefits: Enjoy hybrid working, 25 days leave, wellness days, and an attractive pension scheme.
- Why this job: Be part of a team that values well-being, career growth, and community engagement.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Apply by 1st September; interviews will be held immediately after.
The predicted salary is between 25869 - 30640 ÂŁ per year.
We have an exciting opportunity at Loop (Yorkshire Water’s award-winning sister company) to join our Billing Department as a Customer Relationship Manager.
Starting salary £25,869 with a clear progression path which can eventually earn you a salary of £30,640 plus an attractive pension, annual performance‑related bonus, 25 days annual leave and 1 wellness day.
Working hours: 09:30–17:30 Monday‑Friday and optional Saturday 09:00–17:00. Hybrid working is available (normally within 26 weeks but subject to managerial discretion). Location: Bradford, Thornbury.
Start dates available: February 16th and March 16th.
Please note: To be considered, you must submit a cover letter along with your CV outlining why you feel you are a suitable candidate for this position and what you can bring to the role. The quality of your cover letter is important for a successful application.
What the role will involve
As a Billing Customer Relationship Manager 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.
- Respond to a variety of billing calls, answering questions and queries about accounts, including bill payments, address changes and complex billing calculations.
- Handle billing queries with clear explanations, reassurance and resolution at first contact.
- Escalate queries that fall outside normal parameters to the appropriate level of leadership for speedy resolution.
- Identify vulnerable customers and tailor support to their specific needs.
- Update customer information to keep records accurate.
- Contribute to regulated company performance by logging customer sentiment correctly.
- Own personal performance and engage in discussions to drive business improvements.
Where you fit in
- Handle and resolve billing queries with empathy and clear communication.
- Ensure service is tailored to provide the most beneficial option for the customer.
- Escalate to leadership when appropriate.
- Identify and support vulnerable customers.
- Maintain up‑to‑date customer records.
- Contribute to performance through accurate contact logging.
- Own personal performance and support improvement initiatives.
What key skills are we looking for
- 6 months or more in a customer‑service environment.
- Good maths and English skills (GCSE Level 4 Pass or equivalent).
- Emotional intelligence – ability to listen, understand customer needs, and demonstrate empathy.
- Exceptional customer service delivery.
- Confident verbal and written communication skills.
- Adaptability to change and flexible work style.
- Logical reasoning to identify and resolve issues.
- Strong IT skills and ability to use multiple systems.
- Motivation to work in a fast‑paced, performance‑driven environment.
- Ability to remain calm under pressure.
- Coaching‑oriented mindset.
- Attention to detail for accuracy.
Desirable
- Previous contact centre experience.
- Ability to maintain good relationships with key stakeholders.
- Negotiating and influencing skills.
- Experience in training and supporting colleagues.
What we do
Loop is a contact centre handling billing calls for Yorkshire Water and provides additional services such as income collection and debt recovery. We are a Great Place to Work, awarded for our strong culture and commitment to employee wellbeing.
Benefits and Working Life
- Hybrid working arrangement.
- Annual company performance‑related bonus.
- 25 days annual leave plus bank holidays and an extra wellness day.
- Attractive pension scheme (up to 12% company contribution).
- Occupational Health team and fully trained first aiders.
- Free parking and prayer room on site.
- Rewards & Recognition scheme.
- Regular events celebrating diverse cultures.
- Fundraising for charities chosen by staff.
- Flexible benefits package (health cash plan, critical illness, dental, life assurance flex, partner cover).
- Retail savings scheme, online GP service, cycle‑to‑work, gym membership discounts and more.
- Career enhancement and development opportunities through our Development Framework and Progression plans.
Application Process
Successful candidates must be available for a 5‑week induction training programme (Monday‑Friday, 9:00‑17:00) commencing from the start date.
Interview Process
Telephone interviews will commence immediately, followed by a face‑to‑face interview.
Pre‑Employment Checks
All successful candidates will undergo pre‑employment checks, including a Basic Disclosure Check via a third‑party company, and may also be required to complete a Counter‑Terrorist Check or Security Check clearance depending on the role.
If you have experience in customer service and want to help us deliver great service, we would love to hear from you. Please apply online and complete the application process as soon as possible.
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Billing Customer Service Advisor employer: Yorkshire Water
Contact Detail:
Yorkshire Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Billing Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the company culture at Loop. They value well-being and a supportive work environment, so during your interview, highlight how you align with these values and can contribute positively to the team.
✨Tip Number 2
Brush up on your customer service skills, especially in handling billing inquiries. Be prepared to discuss specific examples from your past experiences where you provided exceptional service or resolved challenging situations.
✨Tip Number 3
Demonstrate your adaptability and flexibility during the interview. Since the role involves working in a hybrid environment, share any relevant experiences that showcase your ability to thrive in different working conditions.
✨Tip Number 4
Prepare to discuss your numerical skills, as this role requires strong numerical abilities for processing payments and explaining bill calculations. You might want to practice some common billing scenarios to feel more confident.
We think you need these skills to ace Billing Customer Service Advisor
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to write a personalised cover letter that highlights your customer service experience and explains why you are a great fit for the Billing Customer Service Advisor role. Mention specific skills from the job description, such as confident communication and strong numerical abilities.
Highlight Relevant Experience: In your CV, focus on previous roles where you provided exceptional customer service. Use quantifiable achievements to demonstrate your impact, such as resolving billing inquiries or improving customer satisfaction scores.
Showcase Your Skills: Emphasise key skills mentioned in the job description, like adaptability, flexibility, and strong IT skills. Provide examples of how you've used these skills in past positions to enhance your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a customer service role.
How to prepare for a job interview at Yorkshire Water
✨Craft a Compelling Cover Letter
Make sure to include a well-written cover letter with your CV. Highlight your relevant experience and explain why you are the perfect fit for the Billing Customer Service Advisor role. This is your chance to stand out, so be specific about what you can contribute to the team.
✨Showcase Your Communication Skills
As a Customer Service Advisor, strong verbal and written communication skills are essential. During the interview, practice clear and confident communication. Be prepared to discuss how you've effectively handled customer inquiries in the past.
✨Demonstrate Your Problem-Solving Abilities
Expect questions that assess your ability to handle billing inquiries and resolve issues. Prepare examples of how you've successfully navigated challenging customer situations, showcasing your adaptability and problem-solving skills.
✨Familiarise Yourself with the Company Values
Loop values a supportive work environment and prioritises colleague well-being. Research their mission and values, and be ready to discuss how your personal values align with theirs. This will show your genuine interest in the company and its culture.