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- Tasks: Support customers with payment queries and negotiate repayment plans.
- Company: Join Pelican, an award-winning customer service provider based near Bristol.
- Benefits: Enjoy flexible hours, 25 days holiday, performance bonuses, and a healthcare package.
- Why this job: Make a real impact by helping vulnerable customers while growing your career in a supportive environment.
- Qualifications: Confident communicator with customer service experience and a passion for helping others.
- Other info: Be part of an inclusive team 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
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 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 andhave 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!
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Customer Service Adviser - Credit Management employer: YTL UK
Contact Detail:
YTL UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Adviser - Credit Management
✨Tip Number 1
Familiarise yourself with the common challenges customers face regarding water and sewerage bills. Understanding these issues will help you empathise with customers and provide tailored solutions during your conversations.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you develop a calm and professional telephone manner, which is crucial for this role.
✨Tip Number 3
Research Pelican and its values, particularly their commitment to customer service and employee wellbeing. Being able to discuss how your personal values align with theirs during an interview can set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships in the past. Highlighting your experience in collections or customer service will demonstrate your capability to handle the responsibilities of the Customer Service Adviser role.
We think you need these skills to ace Customer Service Adviser - Credit Management
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Service Adviser position. Tailor your application to highlight relevant experience in customer service or collections.
Highlight Relevant Skills: Emphasise your confident telephone manner, communication skills, and ability to empathise with customers. Provide specific examples from your past experiences that demonstrate these skills.
Showcase Your Ambition: Mention your ambition and desire to hit targets. Discuss any previous achievements in similar roles that showcase your ability to meet challenges and contribute positively to a team.
Personalise Your Application: Address your application to the hiring manager if possible, and include a brief introduction about why you are interested in working for Pelican. Mention their commitment to inclusivity and employee wellbeing, which aligns with your values.
How to prepare for a job interview at YTL UK
✨Show Empathy and Understanding
As a Customer Service Adviser, you'll be dealing with customers who may be in difficult situations. Demonstrating empathy during the interview will show that you understand the importance of supporting vulnerable customers and can handle sensitive conversations.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to discuss your previous experiences where you've successfully communicated with customers, especially in challenging situations. Use specific examples to illustrate your ability to remain calm and professional.
✨Prepare for Role-Play Scenarios
You might be asked to participate in role-play scenarios during the interview. Practice handling common customer queries or complaints related to credit management. This will help you demonstrate your problem-solving skills and ability to negotiate repayment plans.
✨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 align with their values and are interested in contributing to their positive culture can set you apart from other candidates.
