Job Description

Collections Customer Service Advisor

You've made a great choice...

Do you want to work for a company that has been recognised as one of the UK's Top 50 Best Large Companies to Work For?

If so, we have an exciting opportunity to join Loop, Yorkshire Water's award-winning sister company, as a Collections Customer Service Advisor.

This is much more than a collections role. You'll be supporting customers who may be finding it difficult to manage their finances, taking time to understand their individual circumstances and helping them find realistic, affordable solutions that work for them.

Using your customer service skills, empathy and problem-solving ability, you'll work with customers to agree payment arrangements, identify vulnerability, and make sure they have access to the support schemes and services available.

You'll play an important role in helping customers clear their debt while delivering fair outcomes for both the customer and the business.

We're looking for people who are passionate about doing the right thing, confident having sensitive conversations, and motivated by making a genuine difference to customers' lives.

Experience of debt recovery, payment arrangements, financial support schemes or collections activity would be beneficial, with a customer-first mindset and a desire to help people achieve positive outcomes.

What's in it for you?

• Starting salary of £27,417
  
  
• Clear salary progression pathway to £31,942
  
  
• Annual performance-related bonus
  (£1000 maximum bonus opportunity for the performance year)
  
  
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
  
  
• 25 days annual leave, plus bank holidays.
  
  
• 2 Wellness Days each year.
  
  
• Gym membership discounts, Online GP service, cycle to work scheme, and many more!
  
  
• Free parking.
  
  
• Attractive pension scheme (up to 12% company contribution)

Working Pattern & Location

This role works on a rotating shift pattern between 9:30am and 6:00pm Monday to Friday, with alternate Saturdays from 9:00am to 3:00pm.

We offer a hybrid way of working, with a minimum of two days per week based at our Thornbury office in Bradford. To help you build the confidence, knowledge and skills needed to succeed, your first 3–6 months will be fully office-based.

Once you've successfully completed your training and probation period, you'll move to our hybrid working model, combining office and home working.

Location: Bradford, Thornbury

Start date: 02/09/2026

Closing date: 30/07/2026 (this may be brought forward, if we receive a high number of applications)

Application Process


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.

Where you fit in

• Are passionate about delivering excellent customer service and making a positive difference for customers who may be experiencing financial difficulties.
  
  
• Have knowledge of debt recovery processes and understand how to balance effective debt collection with achieving fair and positive customer outcomes.
  
  
• Enjoy having meaningful conversations, understanding customers' individual circumstances and helping them find affordable solutions that work for them.
  
  
• Can confidently agree realistic payment arrangements while balancing customer needs with business requirements.
  
  
• Have the confidence to identify when additional support is needed and signpost or refer customers to the most appropriate help schemes and services.
  
  
• Are comfortable making decisions, solving problems and finding the right outcome for both the customer and Yorkshire Water.
  
  
• Put the Customer at the heart of every conversation, treating customers with empathy, care and respect.
  
  
• Are comfortable working in a fast-paced environment while delivering against service level and quality expectations.
  
• Take ownership of your own learning and development and are keen to build your knowledge and skills.
  
  
• Build positive relationships with colleagues across the business and enjoy working collaboratively as part of a supportive team.
  
  
• Bring resilience, a positive attitude and a genuine desire to help customers achieve the best possible outcome.
  
  
• This role is about more than collecting debt – it's about understanding people's circumstances, providing the right support, and helping customers move forward while delivering the right outcomes for the business.
  
  

What key skills are we looking for?

Essential

• At least 6 months' experience in a customer service environment.
  
  
• Good Maths and English skills (GCSE Grade 4/C or equivalent).
  
  
• Strong emotional intelligence, with the ability to listen, understand individual customer needs and respond with empathy and care.
  
  
• A passion for delivering excellent customer service while balancing effective debt recovery and positive customer outcomes.
  
• Confident verbal and written communication skills.
  
  
• The ability to adapt to change and work flexibly within a fast-paced environment.
  
• Strong problem-solving skills, with the ability to assess situations and identify the best resolution.
  
  
• Good IT skills and confidence using multiple systems at the same time.
  
  
• Self-motivated and comfortable working in a performance-focused environment.
  
  
• The ability to remain calm, resilient and professional when handling challenging conversations.
  
  
• Comfortable working in a coaching-focused environment where continuous learning and development are encouraged.
  
  
• A high level of attention to detail to ensure customers receive accurate information and support.
  
  

Desirable

• Previous contact centre experience.
  
  
• Experience of supporting customers who may be experiencing financial difficulties.
  
  
• Knowledge of debt recovery processes and customer payment solutions.
  
  
• Strong negotiation and influencing skills.
  
  
• The ability to build effective relationships with colleagues and stakeholders.
  
  
• Experience of coaching, training or supporting others.
  
  
• The ability to identify customers who may benefit from the Priority Services Register (PSR) and other support services.
  
  
• An understanding of customer support schemes and how they can help customers achieve the best outcome.
  
  
• Awareness of accounts subject to court enforcement activity or managed by third-party debt collection agencies.
  
  

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.

Want to know more? follow the link to our testimonials page on the website

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