Empathetic Billing Advisor — Temp to Perm

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

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.