Billing Customer Service Advisor

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 £25,869 with a clear progression path which can eventually earn you a salary of £30,640 plus an attractive pension, annual performance‑related bonus, 25 days annual leave and 1 wellness day.

Working hours:

09:30–17:30 Monday‑Friday and optional Saturday 09:00–17:00. Hybrid working is available (normally within 26 weeks but subject to managerial discretion).

Location:

Bradford, Thornbury.

Start dates available:
February 16th and March 16th.

Please note: To be considered, you must submit 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 cover letter is important for a successful application.

As a Billing Customer Relationship Manager you will provide exceptional customer service to all Yorkshire Water customers, supporting customer needs across all channels and ensuring our billing records are kept up to date.

• Respond to a variety of billing calls, answering questions and queries about accounts, including bill payments, address changes and complex billing calculations.
• Handle billing queries with clear explanations, reassurance and resolution at first contact.
• Escalate queries that fall outside normal parameters to the appropriate level of leadership for speedy resolution.
• Identify vulnerable customers and tailor support to their specific needs.
• Update customer information to keep records accurate.
• Contribute to regulated company performance by logging customer sentiment correctly.
• Own personal performance and engage in discussions to drive business improvements.

• Handle and resolve billing queries with empathy and clear communication.
• Ensure service is tailored to provide the most beneficial option for the customer.
• Escalate to leadership when appropriate.
• Identify and support vulnerable customers.
• Maintain up‑to‑date customer records.
• Contribute to performance through accurate contact logging.
• Own personal performance and support improvement initiatives.

• 6 months or more in a customer‑service environment.
• Good maths and English skills (GCSE Level 4 Pass or equivalent).
• Emotional intelligence – ability to listen, understand customer needs, and demonstrate empathy.
• Exceptional customer service delivery.
• Confident verbal and written communication skills.
• Adaptability to change and flexible work style.
• Logical reasoning to identify and resolve issues.
• Strong IT skills and ability to use multiple systems.
• Motivation to work in a fast‑paced, performance‑driven environment.
• Ability to remain calm under pressure.
• Coaching‑oriented mindset.
• Attention to detail for accuracy.

• Previous contact centre experience.
• Ability to maintain good relationships with key stakeholders.
• Negotiating and influencing skills.
• Experience in training and supporting colleagues.

Loop is a contact centre handling billing calls for Yorkshire Water and provides additional services such as income collection and debt recovery. We are a Great Place to Work, awarded for our strong culture and commitment to employee wellbeing.

• Hybrid working arrangement.
• Annual company performance‑related bonus.
• 25 days annual leave plus bank holidays and an extra wellness day.
• Attractive pension scheme (up to 12% company contribution).
• Occupational Health team and fully trained first aiders.
• Free parking and prayer room on site.
• Rewards & Recognition scheme.
• Regular events celebrating diverse cultures.
• Fundraising for charities chosen by staff.
• Flexible benefits package (health cash plan, critical illness, dental, life assurance flex, partner cover).
• Retail savings scheme, online GP service, cycle‑to‑work, gym membership discounts and more.
• Career enhancement and development opportunities through our Development Framework and Progression plans.

Successful candidates must be available for a 5‑week induction training programme (Monday‑Friday, 9:00‑17:00) commencing from the start date.

Telephone interviews will commence immediately, followed by a face‑to‑face interview.

All successful candidates will undergo pre‑employment checks, including a Basic Disclosure Check via a third‑party company, and may also be required to complete a Counter‑Terrorist Check or Security Check clearance depending on the role.

If you have experience in customer service and want to help us deliver great service, we would love to hear from you. Please apply online and complete the application process as soon as possible.