Senior Customer Care Advisor

Jersey Electricity Plc; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading utility company is seeking a Senior Customer Care Advisor to enhance customer satisfaction and service delivery. This role involves leading a team, resolving complex customer issues, and driving process improvements. The ideal candidate has a strong background in customer service and leadership, with excellent communication skills. Competitive compensation and benefits are offered, including flexible working options and wellness support.

Benefits

Free onsite parking

Discounted electricity rates

Subsidised onsite yoga

Family-friendly policies

Qualifications

• Proven experience in a senior advisory role in customer service.
• Ability to handle complaints with empathy and professionalism.
• Strong understanding of customer needs and service excellence.

Responsibilities

• Take ownership of complex customer enquiries and complaints.
• Provide day-to-day guidance to Customer Care Advisors.
• Identify inefficiencies and recommend process enhancements.

Skills

Customer service expertise

Empathy

Leadership skills

Communication skills

Problem-solving

Job description

Senior Customer Care Advisor

Application Deadline: 25 September 2025

Department: Customer Care

Employment Type: Full Time

Location: Jersey, Channel Islands

Reporting To: Leanne Fitzgerald - Wilkins

Description

The Senior Customer Care Advisor plays a critical role in delivering outstanding service to our customers while championing JE's Think Customer ethos. As a senior member of the Customer Care team, this role supports frontline advisors, leads by example, and contributes to continuous service improvement. The successful candidate will help drive complaint resolution, identify process improvement opportunities, and ensure efficient, empathetic, and proactive customer care.

This role is pivotal in helping JE meet its Customer Charter and Corporate Scorecard Customer Objectives, contributing to customer satisfaction, operational efficiency, and ongoing innovation.

Key Responsibilities

Customer Experience & Complaint Handling

• Take ownership of complex or escalated customer enquiries and complaints, ensuring timely and fair resolution.
• Use customer feedback to identify trends and propose service improvements.
• Ensure every customer interaction reflects JE's Think Customer values: Inform & Inspire, Assist & Enable, and Engage & Retain.
• Provide consistent and proactive communication to maintain customer trust and satisfaction.

Leadership & Support

• Act as a role model and mentor to Customer Care Advisors, demonstrating best practice in service delivery, professionalism, and the Think Customer ethos.
• Provide day-to-day guidance, coaching, and peer support within the team.
• Assist with onboarding and upskilling new team members.

Operational Excellence

• Support the delivery of administrative and operational tasks across the Energy Advisors and Smarter Living areas.
• Help ensure service continuity during periods of high demand, sickness, or annual leave.
• Work flexibly to support strategic projects and the rollout of new technologies, products, and services.

Process Improvement & Collaboration

• Identify inefficiencies and recommend process enhancements to improve customer journey outcomes.
• Collaborate with cross-functional teams (e.g., Marketing, Product, Operations) to provide customer insights and support project delivery.
• Contribute to the development of customer-focused policies and procedures.

Skills, Knowledge & Expertise

• Proven experience in a senior advisory role within a customer service or contact centre environment.
• Demonstrated ability to handle complaints and sensitive issues with empathy, professionalism, and confidence.
• Strong understanding of customer needs and service excellence principles.
• Excellent written and verbal communication skills.
• Ability to lead by example and positively influence team culture.

Desirable Skills

• Experience working in the energy/utilities sector or a regulated environment.
• Knowledge of CRM or contact centre platforms.
• Exposure to customer experience metrics and reporting.

Job Benefits

At Jersey Electricity we provide a complete benefit package to ensure all elements of your wellbeing are supported. Financial benefits include free onsite parking, discounted electricity rates, discount within our Powerhouse shop, competitive above living wage salaries combined with an attractive pension.

Your physical and mental wellbeing are supported with subsidised onsite yoga, subsidised Active card membership, free weekly fruit, and onsite trained Mental Health First Aiders.

We are family-friendly, believe in life work blend and strive to give you everything you need to both love your job, do excellent work, and enjoy your free time with family and friends.