Billing Customer Service Advisor

We have an exciting opportunity at Loop (Yorkshire Water’s award‑winning sister company) to join our Billing Department as a Customer Relationship Manager.

Salary: Starting salary £25,869 with a clear progression path that can eventually lead to a salary of £30,640. We also offer an attractive pension, an annual performance‑related bonus, 25 days annual leave plus 1 wellness day.

Working pattern: Between 10:00–18:00 Monday – Friday, with an alternative Saturday shift 9:00–17:00. Hybrid working is available (usually up to 26 weeks).

Location: Bradford, Thornbury. Start date: 15th June.

What’s in it for you

• Committed to a supportive work environment that supports your well‑being and allows you to maintain a healthy work‑life balance.
• Annual company performance bonus.
• 25 days annual leave plus bank holidays, plus an extra wellness day.
• Attractive pension scheme (up to 12% company contribution).
• Occupational Health team and fully trained first aiders.
• Free parking & Prayer room on site.
• Regular events to recognise and celebrate our employees’ diverse cultures.
• Opportunity to raise money for charities of your choice.
• Flexible benefits package: health cash plan, critical illness insurance, dental insurance, life assurance flex, partner cover.
• Access to retail savings scheme, online GP service, cycle‑to‑work scheme, gym membership discounts, and many more.
• Career enhancement and development opportunities through our Development Framework and Progression plans.

What the role will involve

As a Billing Customer Relationship Manager, you will provide exceptional customer service to all Yorkshire Water customers, supporting their needs across all channels and ensuring our billing records are kept up to date.

You will respond to a variety of billing calls from Yorkshire Water’s customers, answering questions and queries about their accounts. These can range from simple bill payments and changes of address to complex calls explaining how bills are calculated.

Where you fit in

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

What key skills are we looking for

• 6 months experience or more in a customer service environment.
• Good maths and English skills (GCSE Level 4 Pass or equivalent).
• Emotional intelligence skills – the ability to listen and understand customer needs, demonstrating empathy and care.
• Confident verbal and written communication skills.
• Ability to adapt to change and work flexibly.
• Capability of applying logical reasoning to identify and resolve issues.
• 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.
• Ability to maintain good relationships with key stakeholders.
• Experience in training and supporting colleagues.

What we do

Loop is a contact centre dealing with billing calls for Yorkshire Water. We also provide a range of other services to Yorkshire Water, including income collection and debt recovery. Loop is a Great Place to Work and has received a one‑star award, 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 to 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 have experience in customer services and want to help us deliver great service for our customers, we would love to hear from you.

Important information:

• If you are successful, you will need to be available for an induction training programme that runs Monday–Friday, 9am until 5pm for five weeks from the start date.
• Interview Process: Telephone interviews will commence immediately followed by a face‑to‑face interview.
• Successful candidates will undergo pre‑employment checks, including a basic disclosure check carried out through a third‑party company, and may also be required to go through security vetting for either a Counter‑Terrorist Check or Security Check clearance.