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For Companies At a Glance
- Tasks: Support customers with payment queries and negotiate repayment plans.
- Company: Join Pelican, an award-winning customer service provider in Bristol.
- Benefits: Enjoy flexible hours, 25 days holiday, and a performance bonus.
- Why this job: Make a real impact by helping vulnerable customers while growing your career.
- Qualifications: Confident communicator with customer service experience and empathy.
- Other info: Inclusive workplace with various support groups and community initiatives.
The predicted salary is between 28800 - 43200 £ per year.
We have an opportunity for a Customer Service Adviser to join our friendly credit management team to deal with queries and contacts from our domestic customers who may be in arrears with their water and sewerage bills.
What you'll do
You will offer first class support to our customers who have fallen behind with their payments, while also being responsible for collecting payments, negotiating repayment plans and taking ownership through to resolution. If you are ambitious, hitting your targets and enjoy a challenge we offer lots of opportunities to progress within the business. Our credit management full-time roles are 37 hours between 08:00 and 18:00, Monday to Friday. If you are looking for more flexible hours or a shorter working week, we're a life friendly employer offering flexible working options, encouraging our team members to have a working pattern that fits in with their lives.
What you'll need
You will have a confident telephone manner, a customer service or collections background, and a natural ability to build and maintain rapport with customers. You are professional, patient and can remain calm under pressure. You are a great communicator with excellent attention to detail and the ability to empathise. You will have a passion for supporting our vulnerable customers and will take time to fully understand a customer's circumstances ensuring the best outcome for both the customer and our clients. You will be confident to suggest ways to make things better so we can continually improve on what we do.
What you'll receive
- 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 the fact that both our customers and our people are at the heart of everything we do. We are proud to have won several awards including Best Customer Engagement, Best People Engagement, Best Mental Health in the workplace, South West Contact Centre of the year and have recently been ranked 19th in the Sunday Times Best 100 Companies to work for in the UK. We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people. We have signed the Armed Forces Covenant and are a Disability Confident Committed employer. Please let us know if you need any additional support or help to assist you in your application.
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 and, regretfully, we are not able to offer sponsorship at this time. We are popular and we may close our advert sooner than it says. We recommend you apply straight away so you don't miss the opportunity to join us!
Contact Detail:
Pelican Business Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser - Credit Management in Bristol
✨Tip Number 1
Familiarise yourself with the common challenges customers face regarding credit management. Understanding these issues will help you empathise better during your conversations and demonstrate your commitment to providing excellent customer service.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role requires a confident telephone manner, consider role-playing scenarios with friends or family to build your confidence and refine your ability to handle difficult conversations.
✨Tip Number 3
Research Pelican and its values thoroughly. Knowing about their awards and commitment to inclusivity can help you align your answers during interviews, showing that you share their passion for customer engagement and employee wellbeing.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer issues or negotiated repayment plans. Being able to share specific instances will highlight your relevant skills and make you stand out as a candidate.
We think you need these skills to ace Customer Service Adviser - Credit Management in Bristol
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Adviser position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service or collections. Use bullet points to make it easy to read, and include specific examples of how you've successfully managed customer queries or resolved issues.
Write a Compelling Cover Letter: In your cover letter, express your passion for helping customers, especially those in vulnerable situations. Mention your ability to empathise and communicate effectively, and provide examples of how you've demonstrated these skills in previous roles.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Pelican Business Services
✨Show Your Empathy
As a Customer Service Adviser, you'll be dealing with customers who may be in difficult situations. Make sure to demonstrate your ability to empathise during the interview. Share examples of how you've supported vulnerable customers in the past and how you approached their needs with care.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to discuss your experience in handling customer queries over the phone. Use clear examples to illustrate how you've successfully resolved issues and maintained rapport with customers, especially in challenging situations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to negotiate repayment plans. Think about potential challenges you might face in the role and how you would handle them. Practising these scenarios can help you articulate your thought process during the interview.
✨Research the Company Culture
Pelican values inclusivity and employee engagement. Familiarise yourself with their awards and initiatives, such as the Health and Wellbeing committees. Showing that you understand and align with their company culture can set you apart from other candidates.
