Customer Experience & Billing Advisor

Guernsey Limited; St Sampson; On-site; GBP 18,000 - 23,000; Full time

Job summary

Guernsey Electricity is recruiting for a Customer Contact Centre professional to be the first point of contact for customers across phone, email and reception. You will resolve a range of account, billing and metering queries, and help customers in arrears with fair repayment solutions.

You will work in a team-focused environment, escalating cases when needed, maintaining accurate records and contributing ideas to improve customer experience and process controls.

Qualifications

• Strong communication skills (written and verbal)
• Comfort explaining technical or financial information clearly
• Digital fluency across MS Office and CRM/billing systems (d365)
• Resilience and empathy when supporting customers
• Organised with time management to handle varying workloads
• Strong attention to detail to avoid data errors
• Continuous improvement mindset and openness to change

Responsibilities

• Be the first point of contact for customers via phone, email and reception desk
• Resolve a wide range of account, billing and metering queries
• Assist customers in arrears with affordable repayment solutions
• Collaborate with internal teams and external support organisations
• Record accurately and support continuous process improvements

Skills

Strong communication

Digital confidence

Resilience and empathy

Organisation and time management

Attention to detail

Continuous improvement mindset

Tools

MS Office

CRM/billing (d365)

Job description

Guernsey Electricity is recruiting for a Customer Contact Centre professional to be the first point of contact for customers across phone, email and reception. You will resolve a range of account, billing and metering queries, and help customers in arrears with fair repayment solutions.

You will work in a team-focused environment, escalating cases when needed, maintaining accurate records and contributing ideas to improve customer experience and process controls.