Customer Relationship Manager – Loop - £17,706 starting salary, progressing to £22,206 (subject to performance) + pension + quarterly performance related bonus + 25 days annual leave.

Loop is a fast-paced contact centre based in Thornbury, Bradford (on the Pudsey border).  You may not have heard of us before but we’re the people behind our sister company, Yorkshire Water, helping them to deliver excellent customer service.

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.


Don’t worry if you’re new to contact centre work. We pride ourselves on delivering an excellent induction programme and ongoing training and support, so you’ll be fully equipped with everything you need to know right from day one. We genuinely care for our employees and want them to develop, as such you’ll also follow a comprehensive development framework with clear progression steps to help you further your career and pay.


The benefits don’t end there either. Loop offer a fantastic package of rewards to enhance your work and home life, including:


· Quarterly performance related bonus
· Pension scheme
· 25 days plus bank holidays
· A Rewards & Recognition scheme
· Free onsite parking, cycle to work and car share scheme
· Regular neck and shoulder massages and free fruit on a Friday
· Loop Social Club with access to reduced price tickets to events
· Childcare Vouchers for those with young children
· And because we care, we have the “Heart of Loop Charity activity”.
· Regular events to recognise and celebrate our employee’s diverse cultures


So, are you who we are looking for?


· We’re looking for individuals who are great communicators with the ability to build rapport with customers.
· Calls are varied so you’ll need excellent listening skills to understand customer queries to enable a right first time resolution
· Numeracy, IT skills and a good standard of spelling and grammar
· You’ll be someone that’s passionate about delivering a great customer service and exceeding customer expectations and have experience of dealing with customers face to face or over the telephone


Total working hours are 37.5 per week full time, we are recruiting for the 8th April 2020.


To ensure a great work life balance, our shift patterns are a combination of 09:00 to 17:00 and 12:00 - 20:00, which will be discussed in more detail at telephone interview but you would be required to work alternative Saturday's 9:00am-5:00pm.


Please note if you are successful in securing the role, you will need to be available for an induction training programme working Monday – Friday, 9am until 5pm for a 5 week period. 


All training will be paid and will take place at Loop, Thornbury, Bradford. 


Sounds like somewhere you’d like to work? We’d love to hear from you. Click apply now to get started with your application.


All offers of employment will be subject to compliance checks, including a basic disclosure check (DBS)


What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

Billing Customer Relationship Manager