Overview
We have an exciting opportunity at Loop (Yorkshire Water’s award-winning sister company) to join our Billing Contact Centre as a Customer Relationship Manager. Hello! Thanks for stopping by… We are looking for an advisor who will respond to a variety of billing calls from Yorkshire Water customers, answering questions and queries about their accounts. These calls can range from taking simple bill payments and changes of address to explaining how bills are calculated.
Location: Bradford, Thornbury. Starting salary: £25,869 with a clear progression path to £30,640, plus attractive pension, annual performance-related bonus, and generous leave.
Working pattern: 10:00–18:00, Monday – Friday, and alternate Saturday 9:00–17:00. Hybrid working is available (normally within 26 weeks, subject to manager discretion).
Note: Within this application process you must add 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 covering 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 Yorkshire Water customers, supporting customer needs across all channels and ensuring billing records are up to date.
Where you fit in
* Take responsibility for handling billing queries by understanding, explaining, providing reassurance, and resolving the contact on the first contact where possible.
* Understand and resolve billing queries, ensuring service is tailored to provide the most beneficial option for the customer.
* Escalate queries outside normal parameters to the appropriate leadership to ensure a speedy resolution.
* Identify vulnerable customers, understand their needs, and outline available outcomes to support them.
* Update customer information to keep records current.
* Contribute to regulated company performance by logging customer contacts and recognising customer sentiment.
* Own personal performance and engage in discussions to support business improvements, keeping up to date with procedures and practices.
What Key skills are we looking for
* 6 months or more in a customer service environment.
* Good Maths & English skills (GCSE Level 4 pass or equivalent).
* Emotional intelligence — ability to listen and understand customer needs with empathy.
* Deliver exceptional customer service with confident verbal and written communication skills.
* Adaptability and flexible working.
* Ability to apply 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 stay calm in challenging situations.
* 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. We also provide other services to Yorkshire Water, including income collection and debt recovery. We have been recognised as a Great Place to Work with a one-star award and deemed an outstanding company to work for.
Colleague wellbeing and a positive work experience are key priorities. We pursue this through our Wellbeing strategy and the Great Place Work Team. We are continually evolving and improving our ways of working to achieve our vision: “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, please click apply now. We would love to hear from you.
Important note: If you are successful, you will need to be available for an induction training programme which is Monday–Friday, 9am–5pm for a 5-week period from the start date. Start dates: 3rd and 12th November.
The closing date for this role is 29th September, but this may be brought forwards if we receive a high number of applications. Telephone interviews will commence immediately, followed by in-person interviews.
If successful, you will be required to undergo pre-employment checks that may include a Basic Disclosure Check, carried out through a third-party company. Depending on the role, you may also go through security vetting for either a Counter Terrorist Check or Security Check clearance.
Our evolved behaviours: “Bring your best, create connections, make it better and see it through.”
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