Credit Management - Customer Service Adviser

We're looking for a supportive and customer-focused Customer Service Adviser to join our Credit Management team. Are you passionate about helping people, solving problems, and making a real difference to customers who may be facing financial challenges?

Working Hours: You'll be working full-time (37 or 40 hours per week), Monday to Friday between 08:00 and 18:00.

What you'll do

In this role, you'll support domestic and commercial customers who may be experiencing financial difficulties with their water and sewerage bills. Your empathy, problem-solving skills, and ability to build trust will help guide customers toward manageable solutions.

• Customer-focused collections: Engage with customers via phone, email, and written correspondence to collect payments, negotiate tailored repayment plans, and take full ownership of each case through to resolution.
• Account investigation: Proactively investigate non-paying accounts, including commercial customers, and work to resolve large outstanding balances with professionalism and care.
• Training and development: Receive full training to become an expert in complex areas such as bankruptcy and liquidation, benefit deductions, and claims handling.
• Vulnerable customer support: Identify and assist our most vulnerable customers, ensuring timely registration to our Priority Services Register and providing additional support where needed including our social policy schemes.
• Complaint resolution: Handle customer complaints with empathy and diligence, always going the extra mile to deliver a positive outcome whilst considering next issue avoidance.

What you'll need

To succeed in this role, you'll bring a mix of communication skills, empathy, and a proactive mindset. We're looking for someone who can build trust, take ownership, and deliver excellent service even in challenging situations.

• A confident communicator with a strong telephone manner and a background in customer service or collections.
• A natural rapport builder who can connect with customers and maintain trust and ownership throughout the journey.
• Professional and patient, able to stay calm and focused under pressure.
• A supportive mindset with a passion for helping vulnerable customers and ensuring the best outcomes for both our customers and the business.
• A problem solver who's confident suggesting improvements to reduce customer effort and enhance our processes.

What you'll receive

We offer a wealth of both financial and non-financial benefits, including:

• 25 days' holiday rising to 28 with length of service
• Up to 20% combined pension contribution
• Opportunity to buy or sell holiday
• Pay increments yearly rewarding your first 3 years of service
• Performance related bonus of up to 10%
• A healthcare package that allows you to claim back healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance of up to four times your salary
• Sustainable benefits including electric vehicle and cycle2work schemes
• A range of family friendly policies including enhanced maternity and paternity leave
• Paid community day
• Cashback and discounts from over 3,000 retailers

Who we are

Pelican is a multiple award-winning company based in Nailsea, just south of Bristol, providing customer services for clients including Wessex Water and Bristol Water. From meter reading and billing to collections and customer support, we pride ourselves on placing both our customers and our people at the heart of everything we do.

We are proud to have won awards including Best Customer Engagement, Best People Engagement, Best Mental Health in the Workplace, and South West Contact Centre of the Year. We are committed to inclusion and have active committees and working groups on Health and Wellbeing, Mental Health First Aiders, Meet4Menopause, LGBTQ+ Alliance, Carers Network, and our Working Parents group. We have signed the Armed Forces Covenant and are a Disability Confident Committed employer. If you need any additional support to assist you in your application, please let us know.

All our roles are subject to disclosure and barring screening (DBS) checks, and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis. All candidates are required to provide us with right-to-work in the UK documentation. We are not able to offer sponsorship at this time.