Customer Service Advisor/Collections Officer

Guernsey Limited; St Sampson; On-site; GBP 18,000 - 23,000; Full time

Job summary

Guernsey Electricity is recruiting for a Customer Contact Centre professional to be the first point of contact for customers across phone, email and reception. You will resolve a range of account, billing and metering queries, and help customers in arrears with fair repayment solutions.

You will work in a team-focused environment, escalating cases when needed, maintaining accurate records and contributing ideas to improve customer experience and process controls.

Qualifications

• Strong communication skills (written and verbal)
• Comfort explaining technical or financial information clearly
• Digital fluency across MS Office and CRM/billing systems (d365)
• Resilience and empathy when supporting customers
• Organised with time management to handle varying workloads
• Strong attention to detail to avoid data errors
• Continuous improvement mindset and openness to change

Responsibilities

• Be the first point of contact for customers via phone, email and reception desk
• Resolve a wide range of account, billing and metering queries
• Assist customers in arrears with affordable repayment solutions
• Collaborate with internal teams and external support organisations
• Record accurately and support continuous process improvements

Skills

Strong communication

Digital confidence

Resilience and empathy

Organisation and time management

Attention to detail

Continuous improvement mindset

Tools

MS Office

CRM/billing (d365)

Job description

We have two teams within Customer Contact–Customer Services & Collections. Applicants will be allocated to a team based on their skills, experience and their preference. We’re looking for a customer‑focused professional to join our Customer Contact Centre. You’ll be the first point of contact for customers across phone, email and our reception desk, helping resolve a wide range of account, billing and metering queries. You’ll also support customers who may be in arrears—agreeing affordable repayment solutions, managing debt resolution activity fairly and ethically. We work as a team which includes escalating cases appropriately when additional interventions are required. This is a varied, end‑to‑end role where quality, empathy and ownership matter. You’ll keep accurate records, collaborate with internal teams and external support organisations when needed, and contribute ideas that improve the customer experience, strengthen controls, and support continuous improvement across our processes and systems.

Customer Centric Approach

At Guernsey Electricity, we put our customers at the heart of everything we do. Your role is pivotal in ensuring our customers’ satisfaction and providing them with the support they need in every circumstance. Every interaction counts, and your contributions are vital to our continued success. Customer‑first mindset with the confidence to handle sensitive conversations and find fair outcomes.

• Strong communication skills (written and verbal), with the ability to explain technical or financial information clearly.
• Digital confidence working across multiple systems including MS Office and CRM/billing (we use d365) and using data to make informed decisions.
• Resilience and empathy—comfortable supporting customers in challenging circumstances while applying policy consistently.
• Organisation and time management to manage a varied workload, prioritise effectively and maintain accurate records.
• Attention to detail, be able to spot errors, and avoid data protection breaches.
• Continuous improvement mindset—willing to learn, share ideas and support changes to processes and ways of working.