Collections Customer Service Advisor

Collections Customer Service Advisor

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 Collections Department as a Customer Service Advisor.


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

The working pattern will be between the hours of 09:30–18:00 Monday – Friday and alternative Saturday 9:00-15:00. Hybrid working is available (normally within 26 weeks but this will be under your managers discretion)

Location: Bradford, Thornbury

Start date: 1st June 2026


Closing date: 28th April 2026


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's in it for you:

• 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.

What the role will involve:

Working as a Collections Customer Service Advisor you will be expected to provide exceptional customer services to all Yorkshire water customers, using effective Internal and External Collections strategies whilst balancing business and customer needs to ensure cash collections and ability to pay.

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.

• Ability to deal with customers who may be experiencing financial difficulties.

• Ability to identify and add Priority Services Register

• Ability to identify and apply schemes such as WaterDirect, WaterSure, WaterSupport and Resolve

• Able to identify accounts subject to court enforcement.

• Able to identify accounts that are with third party debt agencies

What we do:

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. It is a Great Place to Work and have been awarded a one-star award and deemed an outstanding company to work for.

Colleague wellbeing and a genuinely positive work experience for all are key priorities. We achieve this through our Wellbeing strategy and our Great Place Work Team. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of “A thriving Yorkshire. Right for Customer. Right for the environment.”

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.

Please note: 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.

The start dates will be 1st June.

The closing date for this role is 20th April but this may be brought forwards if we receive a high number of applications.

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:

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