Customer Relations Adviser

YTL UK; Nailsea, Bristol; On-site; GBP 25,000 - 32,000; Full time

Job summary

An established industry player is seeking a dedicated customer relations adviser to enhance the customer experience. In this dynamic role, you'll assist customers with inquiries, resolve complaints, and improve the customer journey. The company values your development, offering numerous opportunities for progression within a supportive environment. With a focus on teamwork and individual initiative, this position promises a rewarding career path. Join a company recognized for its commitment to inclusivity and employee well-being, and be part of a team that prioritizes exceptional service.

Benefits

25 days' holiday, increasing to 28 with service

Up to 20% pension contribution

Option to buy or sell holiday

Annual pay increments for the first 3 years

Performance-related bonus of up to 10%

Healthcare package

£1000 'Refer a friend/family' scheme

Life assurance up to four times your salary

Sustainable benefits like electric vehicle schemes

Family-friendly policies

Qualifications

• Naturally customer-focused and confident over the phone.
• Excellent verbal and written communication skills.

Responsibilities

• Assist customers with high bill inquiries and arrange visits.
• Investigate and resolve complaints and complex queries.

Skills

Verbal Communication

Written Communication

Customer Service

Problem Solving

Attention to Detail

Job description

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

What you'll do

Assist customers with high bill inquiries, arrange visits to check for leaks, and explore ways to improve the customer journey. Investigate and resolve complaints and complex queries by treating each customer as an individual, building rapport, establishing trust, and finding effective solutions.

We will invest in your development through regular 121s, coaching, and skill-building. You'll join a large organization offering numerous career opportunities.

The customer relations adviser role is Monday to Friday, between 08:30 and 16:45.

What you'll need

We seek someone who is naturally customer-focused, confident over the phone, positive, flexible, and passionate about helping others. You enjoy teamwork and collaboration but are also trustworthy and able to use your initiative to make decisions.

Excellent verbal and written communication skills, great attention to detail, and the ability to work towards department targets are essential.

If you are ambitious, target-driven, and enjoy challenges, we offer many opportunities for progression. We support your potential and career development.

What you'll receive

Our benefits include:

• 25 days' holiday, increasing to 28 with service
• Up to 20% pension contribution
• Option to buy or sell holiday
• Annual pay increments for the first 3 years
• Performance-related bonus of up to 10%
• Healthcare package for claiming healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance up to four times your salary
• Sustainable benefits like electric vehicle and cycle2work schemes
• Family-friendly policies, including enhanced maternity and paternity leave
• Paid community day
• Discounts from over 3,000 retailers

Who we are

Pelican is an award-winning company based in Nailsea, near Bristol, providing customer services for clients including Wessex Water and Bristol Water, from meter reading and billing to collections and support.

We prioritize both our customers and our people, as reflected in our awards such as Best Customer Engagement, Best People Engagement, and Best Mental Health in the workplace. We were ranked 19th in the Sunday Times Best 100 Companies to work for in the UK.

We are committed to inclusivity and engagement. Our team feedback shapes our annual People Promises. Committees and groups like Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network, and Working Parents are staffed by our own team members.

We have signed the Armed Forces Covenant and are a Disability Confident employer. Please inform us if you need additional support with your application.

All roles are subject to DBS checks, and successful candidates must disclose any unspent cautions or convictions. We value the contributions of individuals with criminal records; all information will be handled confidentially and considered individually.

Applicants must provide proof of right to work in the UK. We regret that we cannot offer sponsorship at this time.

Our roles are popular, and we may close the advert early. We encourage you to apply promptly to avoid missing out on this opportunity!