Customer Relations Adviser

YTL UK; Bristol; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Holiday entitlements

Pension plan

Holiday trading

Annual bonus

Healthcare

Refer a friend

Life assurance

Cycle to work

Family-friendly policies

Community day

Retail discounts

Job summary

Pelican in Nailsea near Bristol is seeking a customer relations adviser for a fixed-term 12-month contract. You will handle enquiries via phone, letter and email, investigate complaints and help improve the customer journey.

Working Monday to Friday 08:30–16:45, you will join a friendly team, develop skills through coaching and regular 1:1s, and have opportunities for progression within the organisation. The role emphasises customer focus and collaborative teamwork.

Qualifications

• Excellent verbal and written communication skills with great attention to detail.
• Customer-focused, confident with customers over the phone.
• Able to work to department targets.
• Team player with initiative.

Responsibilities

• Handle high bill enquiries, arrange visits to check for leaks, and investigate and resolve complaints and complex queries.
• Contribute to improving the customer journey and deliver an exceptional customer experience.
• Participate in development activities with regular coaching and 1:1s.

Job description

We are looking for an adviser to join our friendly and engaging customer relations team who are responsible for providing an exceptional customer experience through a variety of communication channels including telephone, letter and email. The role is interested, varied and rewarding.

Please note, this is a fixed term role for 12 months.

What you'll do

We help our customers with high bill enquiries, arrange visits to check for leaks and look at how we can improve the customer journey. You will investigate and resolve complaints and more complex queries by treating each customer as an individual, building rapport, establishing trust and finding an effective solution.

We will invest in your development through regular 121s, coaching and skill building. You will be joining part of a large organisation which will present you with lots of career opportunities.

Our customer relations adviser role is Monday to Friday between the hours of 08:30 and 16:45.

What you'll need

We are looking for someone who is naturally customer focused, confident in dealing with customers over the phone, positive, flexible with a passion for helping others. You enjoy being part of a team and collaborating with your peers, but you are also trustworthy and can use your own initiative to confidently make decisions.

You should have excellent verbal and written communication skills with great attention to detail and be able to work to department targets.

If you are ambitious, hitting your targets and enjoy a challenge we offer lots of opportunities to progress within the business. We will support you to unlock your potential and build your career with us.

What you'll receive

We offer a wealth of both financial and non-financial benefits, including:

• 25 days' holiday rising to 28 with length of service
• Up to 20% combined pension contribution
• Opportunity to buy or sell holiday
• Pay increments yearly rewarding your first 3 years of service
• Performance related bonus of up to 10%
• A healthcare package that allows you to claim back healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance of up to four times your salary
• Sustainable benefits including electric vehicle and cycle2work schemes
• A range of family friendly policies including enhanced maternity and paternity leave
• Paid community day
• Cashback and discounts from over 3,000 retailers

Who we are

Pelican is a multiple award-winning company based in Nailsea just south of Bristol providing customer services for clients including Wessex Water and Bristol Water. From meter reading and billing to collections and customer support.

We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We are proud to have won several awards including Best Customer Engagement, Best People Engagement, Best Mental Health in the workplace, South West Contact Centre of the year andhave recently been ranked 19th in the Sunday Times Best 100 Companies to work for in the UK.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, mental health first Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

We have signed the Armed Forces Covenant and are a Disability Confident Committed employer. Please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation and, regretfully, we are not able to offer sponsorship at this time.

We are popular and we may close our advert sooner than it says.