Billing Customer Service Advisor

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

Do you want to work for a company which has been voted in the top 50 ‘Best Large Company to Work For in the UK’ awards?

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: November 2nd & 16th November

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 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 escalateto 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 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.

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.”

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.

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.

Please see link to our testimonials below:

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