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.
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.
What's in it for you:
• We offer a salary from £27,417 and progressing up to £31,942 per annum depending on experience.
• Annual incentive 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.
• Retail savings scheme.
• Gym membership discounts, Online GP service, cycle to work scheme, and many more!
• Development opportunities in line with the progression plan.
• 25 days annual leave plus bank holidays – plus an extra 2 wellness days!
• Attractive pension scheme (up to 12% company contribution).
Working Pattern & Location
The working pattern will be 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 dates: September 2nd , September 14th
Closing date: 10th August (Please note this advert may close earlier if we receive a high number of applications)
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.
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.
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
- Set realistic payment plans to help the customer out of debt and stop any further action whilst identifying the best call resolution for both the customer and Yorkshire Water.
- Recommending and transferring customers to internal and external parties to identify accounts suitable for help schemes.
- Handling calls within service level requirements aiming to deliver excellent customer experience.
- Confident with making decisions and problem solving and have an aptitude to learn new skills quickly whilst achieving set targets.
- Ensuring Customer Promise is at the heart of every call.
- Individuals are responsible for their own development and keeping records or providing evidence of when they have displayed the relevant competencies with the manager’s support.
- Being able to build rapport with colleagues and team managers across all business areas.
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.
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.
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/
