Billing Customer Service Advisor

Yorkshire Water; Farsley; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

A leading water utility company in Farsley is seeking a Customer Service Advisor to join their Billing Contact Centre. The successful candidate will handle various customer billing queries, provide exceptional service, and ensure accurate records. The role requires strong communication skills and prior customer service experience. Competitive salary and hybrid working options are available.

Benefits

Attractive pension

Annual performance-related bonus

25 days annual leave plus 1 Wellness Day

Qualifications

• 6 months experience or more in a customer service environment.
• Ability to adapt to change and work flexibly.
• Motivated to work in a fast-paced, performance-driven environment.

Responsibilities

• Provide exceptional customer services across all channels.
• Handle billing queries and update customer records.
• Identify vulnerable customers and offer appropriate support.

Skills

Customer service experience

Good Maths

Good English

Emotional intelligence

Verbal communication skills

Written communication skills

Logical reasoning

IT skills

Attention to detail

Education

GCSE Level 4 Pass or equivalent

Job description

Overview

We have an exciting opportunity at Loop (Yorkshire Water’s award-winning sister company) to join our Billing Contact Centre as a Customer Service Advisor. 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.

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. The working pattern will be between the hours of 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 under your manager’s discretion). Location: Bradford, Thornbury.

What the role will involve

Working as a Billing Customer Service Advisor 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, 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.

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.
• Understand when a customer query falls outside of normal parameters to appropriately escalate 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

• 6 months experience or more in a customer service environment.
• Good Maths & English skills (GCSE Level 4 Pass or equivalent).
• Emotional intelligence skills – the ability to listen and understand customer needs, demonstrating empathy and care.
• Deliver exceptional customer service.
• Confident verbal and written communication skills.
• Ability to adapt to change and work flexibly.
• Capable of applying 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.
• Comfortable in a 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; 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.”

How to apply

If you’ve got experience in customer services and want to help us deliver great service for our customers then click apply now, we would love to hear from you.

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. The start dates will be 3rd & 12th of 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 a 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.

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