Billing Customer Service Advisor

Kelda Group Limited; Bradford; Hybrid; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

25 days annual leave + 2 wellness days

Free parking

Prayer room on site

Flexible benefits package

Wellbeing initiatives

Charity fundraising

Job summary

Loop, Yorkshire Water’s award-winning sister company, is hiring a Billing Customer Relationship Manager in Bradford. The role offers a starting salary of £27,417 rising to £31,942 with a hybrid work pattern and generous leave. You will handle billing inquiries, keep records accurate, and support customers across channels.

We value empathy, clear communication, and the ability to adapt in a fast-paced environment. Benefits include a pension, performance bonus, and wellness days.

Qualifications

• 6 months + experience in a customer service environment.
• GCSE Maths and English (Level 4) or equivalent.
• Emotional intelligence with empathy and care.
• Confident verbal and written communication skills.
• Ability to adapt to change and work flexibly.
• Strong logical reasoning to identify and resolve issues.
• Proficient IT skills and ability to use multiple systems.

Responsibilities

• Provide exceptional customer service across channels for Yorkshire Water customers.
• Handle billing queries, explain bill calculations, and support changes of address.
• Escalate complex queries to leadership for swift resolution.
• Identify vulnerable customers and tailor outcomes to their needs.
• Keep customer records up to date and accurately log interactions.
• Contribute to service improvements through feedback and training.

Skills

Customer service experience

Maths and English

Emotional intelligence

Verbal and written communication

Adaptability

Logical reasoning

IT skills

Resilience under pressure

Coaching mindset

Attention to detail

Stakeholder management

Training and supporting colleagues

Education

GCSE Maths & English

Tools

Multiple systems

Job description

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

Starting salary from £27,417 and progressing up to £31,942 per annum depending on experience+ attractive pension +annual performance related bonus + 25 days annual leave plus 2 Wellness Days.

The working pattern will be between the hours of 10:00–18:00 Monday – Friday and alternative Saturday 9:00-17:00. Hybrid working is available(normally within 26 weeks but this will be under your managers discretion)

Location: Bradford, Thornbury

Start date: January 5th & January 13th

Closing date: 14th December (Please note this advert may close earlier, if we receive a high number of applications)

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 2 wellness days!
• Attractive pension scheme (up to 12% company contribution)
• Occupational Health team to look after your wellbeing and fully trained first aiders.
• Free parking & Prayer room on site
• 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 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.

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. Could this be you?

Where you fit in

• 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.
• To understand when a customer query falls outside of normal parameters to appropriately escape to the right level of leadership to ensure speedy resolution.
• Identifying vulnerable customers, understanding 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.

What key skills are we looking for

Essential:

• 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 written communication 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 andremain 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.

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.”

Interview Process

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.

“Bring your best, create connections, make it better and see it through”