Credit Management Customer Advisor – Empathy in Action

YTL UK; United Kingdom; Remote; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Pension up to 20%

Health care package

Refer a friend

Life assurance

Cycle to work

Discounts

Job summary

Pelican is seeking a Customer Service Adviser to join the Credit Management team in Nailsea. The role focuses on helping customers facing financial challenges, guiding them toward manageable repayment solutions while maintaining a supportive approach.

You will work full-time, 37 hours per week (Mon–Fri, 08:00–18:00), dealing with domestic and commercial customers, and receive full training on complex areas such as bankruptcy and claims handling.

Qualifications

• Strong communication and interpersonal skills.
• Experience in customer service or collections.
• Ability to stay calm under pressure.
• Willingness to support vulnerable customers.
• Proactive mindset and ownership.

Responsibilities

• Handle customer inquiries via phone, email, and written correspondence to collect payments and set up repayment plans.
• Investigate accounts with non-payment issues and work toward resolving large balances.
• Participate in training on complex topics such as bankruptcy, benefit deductions, and claims handling.
• Identify and assist vulnerable customers, registering them for Priority Services and supporting social policy schemes.
• Resolve customer complaints with empathy and diligence, aiming for positive outcomes.

Skills

Communication skills

Empathy

Telephone manner

Customer service

Problem solving

Job description

Pelican is seeking a Customer Service Adviser to join the Credit Management team in Nailsea. The role focuses on helping customers facing financial challenges, guiding them toward manageable repayment solutions while maintaining a supportive approach.

You will work full-time, 37 hours per week (Mon–Fri, 08:00–18:00), dealing with domestic and commercial customers, and receive full training on complex areas such as bankruptcy and claims handling.