At a Glance
- Tasks: Support customers facing financial challenges with empathy and problem-solving skills.
- Company: Join Pelican, an award-winning company dedicated to customer service and employee wellbeing.
- Benefits: Enjoy 25 days holiday, a generous pension scheme, and performance bonuses.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and a passion for helping others are essential.
The predicted salary is between 25000 - 27000 £ per year.
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.
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Credit Management - Customer Service Adviser in Nailsea employer: YTL UK
Wessex Water is an exceptional employer, offering a dynamic work environment in Saltford where innovation meets community service. As a Laboratory Services Manager, you will benefit from a strong commitment to employee development, flexible working options, and a comprehensive benefits package that includes generous holiday allowances, a robust pension scheme, and health support initiatives. Join us in our mission to protect public health and the environment while enjoying a culture that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Credit Management - Customer Service Adviser in Nailsea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at YTL UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like YTL UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Credit Management - Customer Service Adviser in Nailsea
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to YTL UK:Your cover letter is your chance to shine! Tell us why you want to work at YTL UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at YTL UK!
How to prepare for a job interview at YTL UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
