Billing Customer Service Advisor

yorkshirewater.com; Farsley; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

A leading utility company is seeking a Billing Customer Relationship Manager in Bradford. This role involves providing exceptional customer service and handling billing queries. Candidates should possess strong communication and problem-solving skills, with at least 6 months of experience in customer service. The position offers a starting salary of £25,869, with progression opportunities, and a hybrid working model is available.

Benefits

Annual performance-related bonus

25 days annual leave plus bank holidays and Wellness Day

Attractive pension scheme

Flexible benefits package

Qualifications

• At least 6 months experience in a customer service environment.
• Good maths and English skills.
• Ability to deliver exceptional customer service.

Responsibilities

• Provide customer service across all channels, ensuring billing accuracy.
• Respond to billing inquiries and handle payments.
• Update customer information and maintain records.

Skills

Customer service experience

Communication skills

Problem-solving skills

Mathematical skills

Attention to detail

Education

GCSE Level 4 Pass or equivalent

Job description

Loop, Yorkshire Water’s award‑winning sister company, is looking for a Billing Customer Relationship Manager to join our Billing Department in Bradford, Thornbury.

Starting salary £25,869, with progression to £30,640 plus an attractive pension, an annual performance‑related bonus and 25 days annual leave plus 1 Wellness Day.

The working pattern will be either 09:30–17:30/09:00‑17:00 Monday‑Friday, with an optional Saturday 9:00‑17:00. Hybrid working is available (typically within 26 weeks, subject to manager’s discretion).

Location: Bradford, Thornbury. Start dates available in January and February (January 19th, February 2nd, February 16th).

Please note: To be considered you must submit a cover letter with your CV explaining why you are suitable for this role and what you can bring to the position.

What’s in it for you

• Work environment that supports wellbeing and a healthy work‑life balance with a great 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 10% company contribution).
• Occupational health team and fully trained first‑aiders.
• Free parking and a prayer room on site.
• Rewards & Recognition scheme.
• Loop Social Club with reduced‑price tickets for events.
• Regular events recognising and celebrating our employees’ diverse cultures.
• Opportunity to raise money for charities chosen by you.
• Flexible benefits package including health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Access to a retail savings scheme, online GP service, cycle‑to‑work scheme, gym membership discounts and more.
• Career enhancement and development opportunities through our Development Framework and Progression plans.

What the role will involve

As a Billing Customer Relationship Manager you will provide exceptional customer service to Yorkshire Water customers across all channels, ensuring billing records remain up‑to‑date.

You will respond to a variety of billing calls, answer questions about accounts, handle bill payments, address changes of address, and explain bill calculations. This role requires excellent communication and problem‑solving skills.

Where you fit in

• Take responsibility for handling billing queries by understanding, explaining, reassuring, and resolving the contact on the first call.
• Understand and resolve billing customer queries, tailoring service to provide the best option for the customer.
• Escalate queries that fall outside normal parameters to the appropriate level of leadership for speedy resolution.
• Identify vulnerable customers, understand their specific needs, and make available the range of outcomes we can offer to support them.
• Handle and update customer information to keep records current.
• Contribute to regulated company performance by recognising customer sentiment and correctly logging contacts.
• Own personal performance, engage in discussions to support business improvements, and keep up to date with procedures and working practices using internal resources.

What key skills are we looking for

• 6 months or more experience in a customer service environment.
• Good maths and English skills (GCSE Level 4 Pass or equivalent).
• Emotional intelligence skills – the ability to listen, understand customer needs and demonstrate empathy.
• Ability to deliver exceptional customer service.
• Confident verbal and written communication skills.
• Adaptability and flexibility in a fast‑paced environment.
• Logical reasoning to identify and resolve issues.
• Strong IT skills and ability to use multiple systems.
• Motivation to work in a performance‑driven environment.
• Ability to work under pressure and remain calm in challenging situations.
• Comfortable in a coaching‑oriented, highly engaged environment.
• Attention to detail for accurate customer service.

Desirable

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

What we do

Loop is a contact centre dealing with billing calls for Yorkshire Water, and also provides a range of other services including income collection and debt recovery. We have been awarded a Great Place to Work one‑star award and are considered an outstanding company to work for.

Colleague wellbeing and a genuinely positive work experience are key priorities. We achieve this through our wellbeing strategy and Great Place Work Team, continually evolving and improving our ways of working to meet the vision of “A thriving Yorkshire. Right for Customer. Right for the environment.”

Interview Process

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

Pre‑employment checks

If successful, you will undergo pre‑employment checks including a Basic Disclosure Check carried out through a third‑party company. Depending on the role, you may also be required to undergo a Counter‑Terrorist or Security Check clearance.

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