Customer Service Adviser - Credit Management

YTL UK; Nailsea, Bristol; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in Nailsea is seeking a Customer Service Adviser to support customers with their water and sewerage bills. The role involves negotiating payment plans and providing exceptional service. Join a friendly team with opportunities for growth and a range of benefits.

Benefits

25 days' holiday rising to 28

Up to 20% combined pension contribution

Performance related bonus of up to 10%

Healthcare package

Life assurance of up to four times your salary

Cashback and discounts from over 3,000 retailers

Qualifications

• Confident telephone manner and experience in customer service or collections.
• Ability to build rapport and remain calm under pressure.

Responsibilities

• Provide first-class support to customers in arrears.
• Negotiate repayment plans and resolve customer issues.

Skills

Communication

Customer Service

Negotiation

Empathy

Job description

We have an opportunity for a Customer Service Adviser to join our friendly credit management team to deal with queries and contacts from our domestic customers who may be in arrears with their water and sewerage bills.

What you'll do

You will offer first class support to our customers who have fallen behind with their payments, while also being responsible for collecting payments, negotiating repayment plans and taking ownership through to resolution.

If you are ambitious, hitting your targets and enjoy a challenge we offer lots of opportunities to progress within the business.

You will work 40 hours, between the hours of 08:00 and 18:00, Monday to Friday.

What you'll need

You will have a confident telephone manner, a customer service or collections background, and a natural ability to build and maintain rapport with customers.

You are professional, patient and can remain calm under pressure. You are a great communicator with excellent attention to detail and the ability to empathise. You will have a passion for supporting our vulnerable customers and will take time to fully understand a customer's circumstances ensuring the best outcome for both the customer and our clients.

You will be confident to suggest ways to make things better so we can continually improve on what we do.

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. We recommend you apply straight away so you don't miss the opportunity to join us!