Overview
Hello! Thanks for stopping by… 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.
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.
Location: Bradford, Thornbury. The working pattern will be between 10:00–18:00 Monday – Friday and alternate Saturday 9:00–17:00. Hybrid working is available (normally within 26 weeks but this will be at your manager’s discretion).
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.
What the role will involve
Working as a Billing Customer Relationship Manager 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.
* 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.
* Understand when a customer query falls outside of normal parameters to appropriately escalate to the right level of leadership to ensure speedy resolution.
* Identify vulnerable customers, understand 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.
Where you fit in
* Provide exceptional customer service across channels, resolving billing queries and ensuring the customer feels reassured.
* Understand and resolve billing queries to tailor service to the best option for the customer.
* Escalate queries outside normal parameters to leadership for speedy resolution.
* Identify vulnerable customers and offer appropriate outcomes to support them.
* Update customer information to keep records current.
* Record customer sentiment and log contacts to support performance metrics.
* Maintain personal performance and participate in improvements, keeping up to date with procedures.
Key skills
* 6 months experience or more in a customer service environment.
* Good Maths & English skills (GCSE Level 4 Pass or equivalent).
* Emotional intelligence with the ability to listen and understand customer needs, demonstrating empathy.
* Deliver exceptional customer service and confident verbal and written communication.
* Ability to adapt to change and work flexibly.
* 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.
* Coaching-oriented mindset with high engagement and motivation.
* Attention to detail for accuracy.
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; it also provides a range of other services including income collection and debt recovery. It has 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, supported by our Wellbeing strategy and Great Place Work Team. We are evolving and improving our ways of working and you will support our vision: “A thriving Yorkshire. Right for Customer. Right for the environment.”
Application notes
If you’ve got experience in customer services and want to help us deliver great service for our customers, please click apply now. You may be asked to attend an induction training programme which is Monday–Friday, 9am–5pm for 5 weeks from the start date.
Start dates: 3rd and 12th of November. Closing date: 29th September, subject to change if applications are high. Telephone interviews will be followed by face-to-face interviews. Pre-employment checks include a Basic Disclosure Check and possibly security vetting (CTC or Security Check) depending on the role.
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