Billing & Customer Relations Manager

Yorkshire Water; Bradford; Hybrid; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Annual performance bonus

25 days annual leave

Wellness days

Pension scheme

On-site facilities

Job summary

Loop, Yorkshire Water’s award-winning sister company, is hiring a Billing Customer Relationship Manager in Bradford. You will handle billing calls, explain bill calculations, and maintain accurate records while delivering a high level of customer service across channels.

The role offers hybrid working, a starting salary of £27,417 rising to £31,942 with annual bonus potential, and 25 days leave plus wellness days. Training and induction will be Monday–Friday, 9am–5pm for five weeks.

Qualifications

• 6 months experience or more in a customer service environment.
• Good Maths & English skills (GCSELevel 4 Pass or equivalent).
• Emotional intelligence skills – theability to listen and understandcustomer needs, demonstratingempathy and care.
• Confident verbal and writtencommunication skills.
• Ability to adapt to change and workflexibly.
• Capable of applying logicalreasoning to identify and resolveissues.
• Strong IT skills and ability to usemultiple systems.
• Motivated to work in a fast-paced,performance-driven environment.
• Ability to work under pressure and remain calm in challengingsituations.
• Comfortable in a coaching-oriented, highly engaged, andmotivated environment.
• Attention to detail to ensureaccuracy for customers.
• Ability to maintain goodrelationships with keystakeholders.
• Experience in training andsupporting colleagues.

Responsibilities

• Provide exceptional customer service to all Yorkshire Water customers across channels.
• Respond to a variety of billing calls, explaining how bills are calculated.
• Keep billing records up to date and accurate.
• Identify vulnerable customers and offer appropriate support options.
• Escalate complex queries to leadership for speedy resolution.
• Update customer information to keep records current.
• Log customer sentiment and contribute to performance improvements.
• Own personal performance and follow internal procedures and resources.

Skills

Customer service

Maths & English

Emotional intelligence

Verbal & written comms

Adaptability

IT skills

Working under pressure

Stakeholder relationships

Training & supporting others

Education

GCSE Level 4 English/Maths

Job description

Loop, Yorkshire Water’s award-winning sister company, is hiring a Billing Customer Relationship Manager in Bradford. You will handle billing calls, explain bill calculations, and maintain accurate records while delivering a high level of customer service across channels.

The role offers hybrid working, a starting salary of £27,417 rising to £31,942 with annual bonus potential, and 25 days leave plus wellness days. Training and induction will be Monday–Friday, 9am–5pm for five weeks.