Collections Customer Service Advisor

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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 £ 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 09:30–18:00 Monday – Friday and alternative Saturday 9:00-15:00. 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

• 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 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.

Where you fit in:

• Set realistic payment plans to help the customer out of debt and stop any further action whilst identifying the best call resolution for both the customer and Yorkshire Water

• Recommending and transferring customers to internal and external parties to identify accounts suitable for help schemes.

• Handling calls within service level requirements aiming to deliver excellent customer experience.

• Confident with making decisions and problem solving and have an aptitude to learn new skills quickly whilst achieving set targets.

• Ensuring Customer Promise is at the heart of every call.

• Individuals are responsible for their own development and keeping records or providing evidence of when they have displayed the relevant competencies with the manager’s support.

• Being able to build rapport with colleagues and team managers across all business areas

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.

The start dates will be 1st of September & 17th September

The closing date for this role is 21st July but this may be brought forwards if we receive a high number of applications.

Telephone interviews will commence immediately followed by face-to-face Interview.

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.

Please see link to our testimonials below:

“We own it, we’re always learning, we have heart, we’re better together’.