Collections Customer Service Advisor

Collections Customer Service Advisor – BUUK Infrastructure – Cardiff, Wales, United Kingdom

Job Location: Cardiff, Wales, United Kingdom
Salary: £25,451 – £27,148 per year
Contract type: Permanent
Posting End Date: 23/01/2026

Role Overview

At BUUK Infrastructure, our vision is to be the leading utility partner accelerating the UK towards net zero for all our customers. We are looking for a Collections Customer Service Advisor who will help us earn customer loyalty and drive business growth by delivering consistently excellent service.

Key Responsibilities

• Be passionate about customer service and strive to deliver an excellent customer experience.
• Act as a brand advocate and champion the company’s values.
• Answer inbound calls, make outbound calls, and respond to written contact across multiple channels within set timescales and quality measures.
• Manage customers through the debt process, securing payment, setting up debt plans, and providing education around available support.
• Represent the company positively and endeavour to resolve customer enquiries first time, every time.
• Aim to achieve first contact resolution at every possible opportunity.
• Ensure we are meeting customers’ needs efficiently and keeping customer effort low.
• Identify vulnerable customers and offer appropriate support.
• Adapt interactions to be low effort and high‑quality customer service.
• Work as part of a high‑performing team and department.
• Liaise with stakeholders to ensure customer and business needs are met.
• Take responsibility for personal performance and behaviour.
• Be a positive influence on colleagues and speak out to improve processes.
• Actively participate in the quality model, coaching sessions, and self‑evaluation.

Qualifications

• GCSE Maths and English or equivalent.

Experience / Knowledge

• Experience working with customers or members of the public.

Abilities / Skills

• Ability and desire to deliver high‑quality support to customers.
• High level of accuracy in processing customer information, orders, and payments.
• Excellent communication skills and the ability to engage with customers.
• Excellent listening skills, building rapport and empathising with customers.
• Willingness and ability to take ownership of issues through to resolution.
• Positive, friendly and pro‑active attitude.
• Flexible and adaptable, able to interact with all types of customers.
• Well‑developed organisational skills, able to multitask and meet targets.
• Passion and motivation for working to individual and team targets.
• Ability to work well as part of a dynamic team and independently.

Desirable

• Level or NVQ equivalent.
• Experience within a collections environment.
• Ability to use Microsoft Office programmes or equivalent.

Conditions of Employment

• Criminal record check through the Disclosure and Barring Service (DBS) is required.

What Can You Expect From Us

• Excellent starting salary of £25,451, increasing to £27,148 following successful completion of probation.
• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• Referral payment of £1,000 (net of tax) for each successful referral.
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

Equal Opportunity Employer Statement

We are proud to be an equal opportunity employer and advocate for equity, diversity and inclusion in all we do.

We reserve the right to close the role early, so we encourage you to apply as soon as possible.