Our people and their experiences

Case Studies
Green Heart of Loop

Want to know more about the variety of roles available at Loop and find out which role would suit you before you apply? Check out below for an insight into the different roles, why our colleagues enjoy working for us and how our flexible working patterns help them maintain a great work/life balance.

Patrick Lobley

Team Manager – Collections

Working Pattern: Monday – Friday 12:00pm – 8:00pm and 1 in 3 Saturdays

I’ve worked at Loop for three and a half years as a Collections Team Manager. When I first started even though I had management experience I needed to learn all areas of the systems and processes and it felt that there was a very good mix of on the job training.

The majority of my role is attending team meetings, one to ones and looking at training and development needs of my team. Every day I ensure our resources are allocated correctly to ensure maximum efficiency of the department and to ensure service level targets and expectations are met.

The development framework which we have at Loop is clear and structured and means I don’t only look to develop my team but also myself. Each role has its own progression plan and you can plot your progress against the framework.
I’m married with three children so maintaining a healthy work and home life balance is very important to me. The shifts which I work and the flexibility offered at Loop ensures that I can achieve this.

The best thing at working at Loop is the people and the atmosphere they create. It only takes a few minutes of showing people around the office for them to get a ‘buzz’ for the place and the roles they are applying for.

Loop is a great place to work because everyone is committed to making it a great place to work. The staff benefits, reward package, and support you receive all ensure that staff here are happy in their roles.

Caroline Ibbotson

Customer Relationship Manager – Collections

Working Pattern: Monday to Friday 11:30am – 8:00pm Alternate Saturdays 9:00am – 3:00pm

I started working at Loop in October 2017 after a friend who worked here told me about jobs that were being advertised on the website. I’d heard lots of good stories about Loop and how they support their staff so I thought I’d apply for the role of Customer Relationship Manager.

When I first started I had 4 weeks of training which was fun and engaging. I was provided with lots of information and training which has really helped me in my role. Part of this training involved being on the phones, which I was slightly nervous about but I wasn’t on my own and had some fantastic colleagues who made sure I was always supported until I was ready to go on the phones alone.

My role involves answering phone calls from customers who may be in financial hardship and who are struggling to pay bills. I assess the customers situation and look to find the best outcome for customers. I also proactively ring customers who haven’t paid their bill to look to arrange a payment plan with them.

The hours which I work really fit in with my home life. It means that I can take my two young sons to school and then spend time with my daughter in the morning before I start work. At the end of the day I can go home and enjoy the rest of the evening without worrying or having to work.

There are plenty of opportunities to move departments within Loop and to also help other teams and support them if needed. I have also found that there’s lots of support from other colleagues and from Team Managers to help you develop further should you wish to do so.

Everyone who works at Loop are approachable and friendly and working with my colleagues makes it fun coming to work. I enjoy the monthly competitions which we have and the fact that people appreciate your work.
I would advise anyone thinking of applying for a job at Loop to go ahead and do it. The staff appreciation, training and development opportunities all make it a great place to work.

Gavin Clapham

Quality Coach – Quality Support Team

Working Pattern: Monday – Friday mixture of 9:00am – 5:00pm or 10:00am – 6:00pm

I knew people that had worked at Loop and had heard that there was a real sense of family spirit here so when I saw the role as a Customer Relationship Manager advertised I didn’t hesitate to apply.

I was offered the role and started working at Loop in August 2007 in the Contact Centre, where I took billing and operational calls from Yorkshire Water customers. These calls could vary from taking payments and meter readings to making appointments for technicians to visit customers.

As I began to build up my knowledge over the years I realised that I wanted to be able to share this and help other people at Loop. In 2014 I applied and was successful in being offered a role as a Quality Coach where you help and support colleagues (new and existing). I look after 25 Customer Relationship Managers and every month I will listen to their calls or read their webchats so I can build a picture of where someone may be struggling. I then arrange meetings with each of them for an hours coaching session to go through any points I picked up from their evaluations. I also provide support for these colleagues if they require any extra help.

What I like about Loop is that they really look after the health and wellbeing of their staff, even down to us receiving free fruit on Fridays (Fruity Fridays) and free neck and shoulder massages every couple of months. If you want to there is also the opportunity to get involved in groups and committees, I’ve just become a member of the Diversity and Inclusion group.

Everybody at Loop has an opportunity to outshine no matter what their role is, if you do want to progress into other roles there is a clear progression scheme and you have the full support of your manager who helps you to achieve your goals. At Loop your destiny is in your own hands. The opportunities are there to move up and around the business, it’s just up to you to make those dreams a reality.

Helen Smithies

Customer Relationship Manager – Collections and Recoveries

Working Pattern: Varies

I’ve worked at Loop since May 2014. I’d previously worked at another call centre and had heard that Loop was a great place to work which was why when I saw the role advertised I applied straightaway.

When I came for my interview I remember watching people walking around smiling and being so friendly, that it just felt right and I hoped that I would get the job. I was offered the role, accepted and I now work in Collections where I am speaking to customers on the phones and on webchat. I really enjoy working at Loop as my job is all about how we can help customers who may have debt problems, advising them of schemes which can help them and signposting them to partners who can offer support.

If you want to progress there are a lot of opportunities for long and short term development, secondments and also extra duties which give you the chance to learn new skills, for example I’m a buddy for new starters and I’m also an ISO 9001 auditor. Support and guidance from my manager and the development framework have both helped me get where I am today.

I think it’s great that there are lots of team activities which you can get involved in at Loop, one of my favourites is decorating our team area at Christmas. My manager and I have also dressed up in full makeup as members of the band Kiss!

Rebecca Chamberlain

Team Manager – Billing Contact Centre

Working Pattern: Mon – Fri 12pm – 8pm and 1 in 3 Saturdays

I started at Loop in June 2011 as a Customer Relationship Manager. I initially handled Billing queries but during my time in this role I was given the opportunity to upskill to deal with Operational contacts and I also took on supervisory roles to handle complaints. As I progressed I took on other roles in a coaching and skill boosting capacity which I really enjoyed.

After 2 years I became a Deputy Manager which enabled me to take a step into management but I also continued coaching and developing people which I really enjoyed. I’m now a Team Manager in the Billing Contact Centre. As a Team Manager I motivate and inspire my team to meet both the business and their personal objectives. I also train, coach and develop team members on Billing processes to maximise their performance and potential.

The progression opportunities at Loop are fantastic. There are always new opportunities to explore, it’s just deciding which door you want to open. The development framework we have in place really supported me to achieve my goals and my line manager supported me every step of the way to help me reach my full potential.

Loop is like a family, there has never a day when I’ve not felt supported and this to me is everything, having someone to turn to when things get a little tricky is essential.

There always a chance for you to get involved in various other things at Loop, I’m a Fire Marshal, First Aider and part of the events team.

When I came to Loop I didn’t know if this would be something I saw myself doing for the long term, but now that I’m here I can’t imagine or would want to do anything else. This was a job that quickly turned into a promising enjoyable career and before I knew it I was here to stay.

Amanda Gill

Customer Relationship Manager – Billing

Working Pattern: Monday – 8:00am – 4:00pm Tues – Fri 08:30am – 12:00am

I started working at Loop as a Billing Customer Relationship Manager in November 2013. Prior to this I’d worked in another call centre but decided that I fancied working in a completely different industry and developing my skills in team management, customer service and sales. When I saw the job at Loop advertised I thought I’d give it a go and apply.

My day to day job involves taking calls from customers wanting to make a payment or advising that they have moved to a new house. Alternatively, they may be calling to query a meter reading, set up a direct debit or for an explanation of a payment plan.

As part of my Personal Development Plan I’ve been given the opportunity to learn new skills such as finding out more about the various tariff’s that we offer our customers and how other departments work . There are lot of different aspects to the role which provides a lot of variety day to day.

Throughout my time at Loop I have also taken on other roles in coaching and supporting other CRM’s on a one to one basis. Other roles that I regularly carry out include being a floor walker as part of the Quality Support Team where I support newly trained CRMs through their early days in the Contact Centre. I’m also a member of the Mental Health Support Group.

I really enjoy my job, however being a mum it’s important to me that I’m able to balance my work and home life and I’m lucky that by working the hours I do, this is achievable.
If you are thinking about applying for a role at Loop I’d say go for it. It’s a great place to work, there’s a great buzz, people are friendly and there’s a real sense of team spirit.

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