Job Description

Billing Customer Relationship Manager

You’ve made a great choice…

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

Please note: Within this application process for your application to be considered you must add a cover letter along with your CV outlining why you feel you are a suitable candidate for this position and what you can bring to the role.

The quality of your covering letter is important for a successful application.

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
• Rewards & Recognition scheme
• 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 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:

Essential:

• 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.”

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.

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:

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

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