Customer Service Advisor

JDR Recruitment; Whitehaven; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Full training provided

Job summary

JDR Recruitment is assisting a large utilities provider in Whitehaven to recruit a Customer Service Advisor for a temporary ongoing role. The position involves handling billing and debt inquiries, delivering empathetic support and accurate record-keeping, with a focus on vulnerable customers and clear guidance.

You will work on a busy, phone-based role with written communication, a 4‑week rolling rota, and full training provided.

Qualifications

• Strong communication skills with a calm, empathetic approach.
• Confidence discussing income and debt in a professional manner.
• Resilience when handling difficult conversations.
• Excellent attention to detail and record-keeping.
• Ability to prioritise and multitask in a fast-paced environment.
• Previous customer service or contact centre experience is beneficial.

Responsibilities

• Deliver high-quality customer service, particularly when supporting vulnerable customers.
• Manage billing queries from first contact through to resolution.
• Hold structured conversations about outstanding balances and agree realistic payment plans.
• Handle challenging and sensitive situations calmly and professionally.
• Communicate with customers via phone, email, letters, and outbound calls.
• Escalate complex cases appropriately to ensure the best outcome for all parties.

Skills

Strong communication

Debt discussion

Empathy

Attention to detail

Multitasking

Customer service experience

Job description

Customer Service Advisor
Based in Whitehaven, CA28
Offering £14.87 per hour | Paid weekly (every Friday)
Temporary ongoing | Opportunity to go permanent

We are recruiting Customer Service Advisors on behalf of a large, well-established utilities provider based in Whitehaven. This is an excellent opportunity for individuals who are confident having professional conversations around billing, income, and debt, and who are passionate about delivering empathetic customer service.

This is a temporary ongoing role, with the view to becoming permanent following a successful initial period.

The Role

As a Customer Service Advisor, you will support customers with billing and debt-related enquiries, providing clear guidance and practical solutions. You'll manage sensitive conversations with empathy and professionalism, ensuring customers feel supported while working towards effective outcomes.

This is a busy, phone-based role that also involves written communication, attention to detail, and the ability to manage multiple cases at once.

Key Responsibilities

• Deliver high-quality customer service, particularly when supporting vulnerable customers
• Manage customer billing queries from first contact through to resolution
• Hold structured conversations about outstanding balances and agree realistic payment plans
• Handle challenging and sensitive situations calmly and professionally
• Communicate with customers via phone, email, letters, and outbound calls
• Escalate complex cases appropriately to ensure the best outcome for all parties

What We're Looking For

• Strong communication skills with a calm, empathetic approach
• Confidence discussing income and debt in a professional manner
• Resilience when handling difficult or emotional conversations
• Excellent attention to detail and accuracy in record-keeping
• Ability to prioritise and multitask in a fast-paced environment
• Previous customer service or contact centre experience is beneficial

What You Need to Know

• Pay rate: £14.87 per hour
• Pay frequency: Weekly, every Friday
• Location: Whitehaven (on-site, full time)
• Contract: Temporary ongoing, with potential to move permanent
• Training: Full training provided

Working Hours

4-week rolling rota

• Training period: Monday-Friday, 9am-5pm
• Week 1: Monday-Friday, 8am-4pm
• Week 2: Monday-Friday, 9am-5pm
• Week 3: Monday-Friday, 12pm-8pm
• Week 4: Monday-Friday, 10am-6pm
  • Plus Saturday 8am-4pm
  • One rest day during the week

JDRCC

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected. JDR is acting as an Employment Business in relation to this vacancy.