Customer Service Adviser

YTL UK; Bristol; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

25 days' holiday rising to 28 with len

Up to 20% pension contribution

Buy or sell holiday

Performance bonus up to 10%

Healthcare package

Refer a friend/family £1000

Life assurance

Cycle2work / EV schemes

Family friendly policies

Community day

Job summary

Pelican is seeking Customer Service Advisers in our Bristol office to deliver a first-class experience in our contact centre. You’ll handle 50–60 inbound calls a day, addressing queries about water bills, tariffs, payments and account issues, with a friendly, professional approach.

We offer training from day one through our onboarding programme and academy; choose between 37 or 40 hours; no evenings, Sundays, or Bank Holiday working. Opportunities to progress within the business are available.

Qualifications

• Confident, energetic and professional communication with customers and colleagues.
• Ability to build rapport and maintain reliability while meeting department targets.
• Willingness to participate in onboarding and training programmes.

Responsibilities

• Answer 50–60 inbound calls daily, handling queries about water bills and tariffs.
• Explain bills, discuss payments, and resolve issues to improve customer experience.
• Work from office and engage with colleagues and line manager daily.

Skills

People skills

Communication skills

Positive can-do attitude

Resilience

Job description

We are looking for Customer Service Advisers to deliver a first-class experience in our contact centre, which is at the heart of our business. It is an exhilarating and fast-paced environment where you will be answering an average of 50 to 60 inbound calls a day from customers that have queries regarding their water bills.

Please note that if you are successful, the start date for this role will beMonday 28th September 2026.

Telephone interviews will take place between29th July until 12th August 2026.

Face-to-face interviews will be held between3th August until 18th August 2026

If successful, the training period will run between28th September until 30th October 2026 , therefore we are not able to offer any annual leave during this time

Our full-time roles can be 37 or 40 hours - it's your choice (no evenings, Sundays, or Bank Holiday working here).

What you'll do

You will be the first point of contact for many of our customers, with your main focus being on inbound calls. From moving house, consumption questions, explaining a bill, checking tariffs, payment arrangements or resolving an issue, you will have the opportunity to make a difference every day.

As we are office-based you will enjoy face-to-face contact with your colleagues and line manager daily in an inclusive and engaging environment.

From interview to offer, we will keep you updated every step of the way. On day one, you'll receive a warm welcome from your new team and join our unique onboarding programme, including our award-winning academy.

What you'll need

We are looking for someone who loves talking to people and can naturally build great rapport with our customers and colleagues. You will have confident, energetic, and professional communication skills, be friendly and have a positive, ‘can-do' attitude.

You will need to be able to demonstrate resilience and reliability, working to defined 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

Whoweare

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.