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.

• Salary from £27,417 to £31,942 per annum, depending on experience.
• Annual incentive related bonus (up to £1,000).
• Comprehensive benefits package including health cash plan, 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 other perks.
• Free parking.
• Development opportunities in line with the progression plan.
• 25 days annual leave plus bank holidays and two additional wellness days.
• Attractive pension scheme with up to 12% company contribution.

The working pattern will be 10:00–18:00 Monday to Friday and an alternative Saturday shift of 9:00–17:00. Hybrid working is available (typically within 26 weeks, but subject to managerial discretion). The role is located in Bradford, Thornbury.

You will provide exceptional customer service to all Yorkshire Water customers across all channels and maintain accurate billing records. Responsibilities include responding to a variety of billing calls, handling simple bill payments, managing changes of address, and explaining complex billing calculations. You will set realistic payment plans, recommend help schemes, and ensure all calls meet service‑level targets.

• At least 6 months experience in a customer‑service environment.
• Good maths and English skills (GCSE Level 4 pass or equivalent).
• High emotional intelligence with the ability to listen, understand, and empathise with customers.
• Deliver exceptional customer service and communicate clearly, both verbally and in writing.
• Adaptable to change and capable of working flexibly.
• Apply 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 work under pressure and maintain composure in challenging situations.
• Coaching‑oriented, engaged team player.
• Attention to detail to ensure accuracy for customers.
• Maintain good relationships with key stakeholders and demonstrate negotiating and influencing skills.
• Experience in training and supporting colleagues.

Telephone interviews followed by face‑to‑face interviews will be conducted. Successful candidates will undergo standard pre‑employment checks, including a Basic Disclosure Check and, if required, a security vetting process.

We are an equal opportunities employer. We welcome applications from all qualified candidates regardless of race, religion, gender identity, age, disability, or any other protected characteristic.