Customer Service Advisor

Utility Collections Ltd; Lancashire; On-site; GBP 27,000 - 29,000; Full time

Job summary

A customer service provider in the energy sector seeks a Customer Service Advisor to interact with commercial clients and resolve account queries. The ideal candidate will possess strong communication skills, resilience, and attention to detail. This role offers a salary between £27,000 and £28,500, and includes full training. Candidates with experience in credit control or the utilities industry are preferred.

Benefits

Full training and ongoing development

Join a growing and supportive team

24 days annual leave + Bank Holidays

Qualifications

• Strong communication skills essential for customer interaction.
• Resilience required to handle pressure and difficult situations.
• Attention to detail is critical in managing customer accounts.

Responsibilities

• Act as the main contact for energy clients and resolve account queries.
• Negotiate payments and establish payment plans with clients.
• Identify vulnerable customers and approach them sensitively.
• Manage a portfolio of customer accounts and achieve KPIs.

Skills

Confident communicator with strong telephone skills

Resilient under pressure

Empathetic and adaptable

Organised with attention to detail

Self-motivated

Team player

Tech-comfortable (Microsoft Office, CRM systems)

Job description

Customer Service Advisor

Poulton-le-Fylde, FY6 8JX (office based)

Salary £27,000 to £28,500

Working hours :

Monday to Friday 9am – 5pm

24 days annual leave + Bank Holidays

What’s in it for you?

• Full training and ongoing development
• Join a growing, dynamic, and supportive team
• Be part of a scale‑up business making a real difference in the energy sector

This role would suit someone who is:

• A confident communicator with strong telephone skills
• Resilient and able to remain calm under pressure
• Naturally empathetic and able to adapt to different customer needs
• Organised with great attention to detail
• Motivated and capable of managing their own workload
• A team player who can follow structured processes
• Tech‑comfortable – especially with Microsoft Office and CRM systems

Skills and Experience (Preferred but not essential):

• Experience in credit control or debt resolution
• Background in the utilities or energy industry

What You’ll Be Doing:

As a Customer Service Advisor, you’ll be the key point of contact between energy suppliers and their commercial customers that have fallen into arrears. This role is about understanding each business's unique situation and finding the right solution.

The role includes:

• Proactively contact commercial customers with outstanding balances
• Negotiate payment or alternative commercial resolutions
• Investigate and resolve customer account queries
• Act as an intermediary between energy clients and their customers
• Agree and manage payment plans through to completion
• Recognise vulnerable customers and tailor your approach appropriately
• Identify non‑compliant customers and elevate where necessary
• Taking meter reads and prompting Smart meter installations to help promote accurate billing
• Maintain and manage your own portfolio of customer accounts
• Achieve individual and team KPIs set by both management and clients

If you have worked in any of the following fields, we'd love to hear from you:

• Account Handler, Credit Control Advisor, Energy Advisor, Customer Account Executive, Customer Relationship Manager, Collections Advisor, Debt Recovery Specialist, Client Services Executive, Customer Retention Advisor, Commercial Customer Advisor, Energy Customer Consultant, Credit Management Advisor, Payment Solutions Executive, Client Liaison Officer, Customer Support Agent, Arrears Resolution Officer, Client Success Specialist, Utilities Customer Representative, CRM Executive, Customer Care Advisor