Empathetic Customer Care & Collections Advisor

Guernsey Electricity Limited; St Peter Port; On-site; GBP 24,000 - 32,000; Full time

Job summary

Guernsey Electricity Limited is seeking a Customer Service Advisor/Collections Officer in Guernsey. You will be the first point of contact across phone, email and reception, handling account, billing and metering queries while supporting customers in arrears with fair repayment solutions.

Join a team focused on delivering excellent customer experience, maintaining accurate records and collaborating with internal teams to improve processes and controls. Reporting to the Team Lead.

Qualifications

• Experience in customer service or contact centre roles.
• Ability to handle sensitive conversations and provide fair outcomes.
• Proficiency with MS Office and CRM/billing systems.
• Attention to data protection and accurate record keeping.
• Ability to work across multiple channels (phone, email, reception).

Responsibilities

• Handle a broad range of customer queries via phone, email and in person.
• Own cases end-to-end and provide timely updates.
• Support customers in arrears with fair repayment options.
• Maintain accurate records and data entry.
• Investigate and resolve billing discrepancies.
• Support meter-related activities and readings.
• Manage payment arrangements and Standing Orders.
• Respond to debt-related enquiries with clear options.
• Proactively contact customers with overdue balances.
• Assist with disconnections and transitions to prepayment meters.
• Produce reporting on performance and metrics.

Skills

Customer-first mindset

Strong communication skills

Digital confidence

Resilience and empathy

Organisation and time management

Attention to detail

Continuous improvement mindset

Tools

MS Office

CRM (d365)

Job description

Guernsey Electricity Limited is seeking a Customer Service Advisor/Collections Officer in Guernsey. You will be the first point of contact across phone, email and reception, handling account, billing and metering queries while supporting customers in arrears with fair repayment solutions.

Join a team focused on delivering excellent customer experience, maintaining accurate records and collaborating with internal teams to improve processes and controls. Reporting to the Team Lead.