Billing Customer Service Advisor

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

Job summary

Join Yorkshire Water's award-winning contact center as a Customer Service Advisor. In this role, you will deliver exceptional customer service regarding billing inquiries while benefiting from a competitive salary and attractive perks. Enjoy a supportive work environment with hybrid working options, performance bonuses, and comprehensive wellness initiatives.

Benefits

Attractive pension scheme

Annual performance related bonus

25 days annual leave plus bank holidays

Free parking

Access to a retail savings scheme

Qualifications

• Experience in customer services.
• Comfortable working in a coaching-oriented organization.
• Motivated by a performance-driven environment.

Responsibilities

• Provide exceptional customer services across various channels.
• Handle billing queries and maintain accurate customer records.
• Identify and support vulnerable customers.

Skills

Confident communication skills

Excellent Customer Experience

Numerical skills

Teamwork

Adaptability

Job description

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

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 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

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 10% company contribution)

• Occupational Health team to look after your wellbeing and fully trained first aiders.

• Free parking & Prayer room on site

• Loop Social Club with access to reduced priced tickets for events.

• 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 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.

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 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:

• Confident communication skills, verbal and written.

• Ability to deliver excellent Customer Experience

• Ability to work on own initiative as well as part of a team.

• Confident Numerical & English skills.

• Ability to proactively adapt to change & flexibility of working in different ways.

• Comfortable working in a coaching orientated organisation. Motivated and engaged to fulfil our company vision.

• Motivated by working in a performance driven and fast-paced environment.

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.”

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 1st of September & 17th September

The closing date for this role is 21st July but this may be brought forwards if we receive a high number of applications.

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.

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