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 + attractive pension + annual performance related bonus + 25 days annual leave plus 1 Wellness Day.

Working pattern: 09:30–17:30 Monday–Friday and alternative Saturday 9:00‑17:00. Hybrid working is available (normally within 26 weeks but this will be under your manager's discretion).

Location:

Bradford, Thornbury.

Start date:

14th May 2026.

Closing date:
March 31st 2026 (This advert may close earlier if we receive a high number of applications).

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.

• We're committed to providing a work environment that supports your well‑being and allows you to maintain a healthy work‑life balance. We continue to offer a great hybrid working arrangement that enables you to work from home or in the office, depending on your preferences and needs.
• Annual company performance related bonus.
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Attractive pension scheme (up to 12% company contribution).
• Occupational Health team to look after your wellbeing and fully trained first aiders.
• Free parking & Prayer room on site.
• Rewards & Recognition scheme.
• Regular events to recognise and celebrate our employee’s diverse cultures.
• We raise money for charities chosen by you.
• We also offer a fantastic flexible benefits package, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more.
• We can offer career enhancement and development opportunities, through our Development Framework and Progression plans.

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.

• Take responsibility in handling billing queries through understanding, explaining, providing customers reassurance, and resolving the contact first time.
• Understand & resolve billing customer queries ensuring service is tailored to provide the most beneficial option for the customer.
• Identify when a customer query falls outside of normal parameters to appropriately escalate to the right level of leadership to ensure speedy resolution.
• Identifying vulnerable customers, understanding their specific needs and make available the range of outcomes we can offer to support them.
• Handle & update customer information to ensure records are kept up to date.
• Contribute to regulated company performance by recognising customer sentiment and correctly logging customer contacts.
• Ownership of personal performance, engaging in discussions to support business improvements, keeping up to date with procedures and working practices by using internal resources available.

• 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…