Customer Service Advisor

Job description

Exciting Opportunities with Loop Customer Service Advisors Based at Thornbury, Bradford. We have exciting opportunities for you to join the Customer Service Team at Loop Opportunities are available working full or part time, with the following work patterns available: Monday - Friday 11.00 - 19.00 - 37.5 hours per week Monday - Friday 08.30 - 13.30 and Saturday 09.00 - 14.00 with either Tuesday or Wednesday off - 25 hours per week.

As a Customer Service Advisor you will be responsible for answering the incoming calls from customers across the Yorkshire region, initially you will manage customer billing enquiries and as you successfully develop in the role you will manage a range of operational queries, these can include customers contacting us to report bursts or problems with their water supply. At times you will be expected to deal with e-mails, letters and social media contacts from customers.

Salary £16,234.05 with potential to earn up to £19,358.22 + pension + quarterly performance related bonus + 25 days annual leave

What will the role involve?

The service we deliver to the customer has a strong focus on providing a professional, high quality of service this is driven by targets with emphasis on dealing with customers enquiries quickly and accurately and ensuring we provide a service tailored to the customer. It's a fast moving and challenging environment and the level of service we provide is governed by our regulator OFWAT.

You are fully supported in the role with an excellent induction and training programme, regular performance reviews with your team manager and fantastic coaching and support from all your colleagues as you develop in the role and build on your expertise and abilities. In return, you'll benefit from a salary progression scheme that rewards your ability and supports your continual training.

What skills are we looking for?

The successful candidates will demonstrate excellent customer service skills and will have previous experience of working within a customer facing environment, be professional, have an excellent telephone manner along with strong communication and interpersonal skills, particularly around empathy and understanding of the customer's needs in order to ensure the customer is completely satisfied.

To deliver this excellent customer service you will be a self-motivated, enthusiastic, team player, able to work to strict deadlines and targets with good IT and organisational skills.

What is in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

Benefits include attractive pension scheme, quarterly performance related bonus scheme, 25 days holiday and a range of lifestyle benefits including discounts on holidays, travel and high street retail savings.

If you are interested in this exciting opportunity and you match the skills required, then please apply online and complete the application process.

To assess your skills effectively, our selection process includes:

1. Online Application Form
2. Short competency based video interview
3. Telephone role play exercise
4. A competency based interview

Please note, we are happy to provide feedback on your assessments.

If you are successful in securing the role, you will need to be available for an induction training programme working Monday – Friday, 9:00am until 5:00pm for a 4 week period.

All training will take place at Loop, Thornbury, Bradford.
Loop is a great place to work and we are looking for great people to work with us. If you're looking for a challenging customer service role that will help you develop your skills, then we'd love to meet you.

Loop was set up in April 2000 to provide managed customer services to our sister company Yorkshire Water and now delivers a world class customer service to Yorkshire Water customers across the Yorkshire region.

We receive up to 1.5 million calls a year and aim to answer 97% of these whilst also delivering an excellent customer experience for our customers, therefore if you thrive on working in an ambitious, fast paced, target driven environment then we have the role for you.

Closing Date: 12th July 2015

Assessment Centres: 23rd July, 30th July & 6th August 2015
Start Dates: 2nd & 9th September 2015