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Billing Customer Service Advisor

 

Hello! Thanks for stopping by…

 

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 £24,638 with a clear progression path which can eventually earn you a salary of £29,320 + 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 once probation is completed in agreement with your manager

 

Location: Bradford, Thornbury

 

 

The start dates are on the 13th January & 27th January 2025.

 

 

What's in it for you:

 

• Hybrid working available.

• 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

• Rewards & Recognition scheme

• 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. 

• Strong IT skills.

 

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.

 

 

Telephone interviews will commence immediately followed by face-to-face Interview.

 

Please note this advert will close on Friday 20th December however this could be brought forwards if we receive a high volume of applications.

 

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:

 

https://www.loop.co.uk/case-studies/

 

 “We own it, we’re always learning, we have heart, we’re better together’.

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 Service Advisor

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