Customer Billing Adviser

We're looking for a supportive and customer-focused Customer Service Adviser to join our Credit Management team.

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.

This is a full-time role, 37 hours per week, based in our Nailsea office. You will work Monday to Friday, between the hours of 8am and 6pm.

What you'll be doing:

• 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.
• KPI Impact: Contribute directly to key business performance indicators by balancing customer support with effective debt recovery.
• 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 fantastic 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:

• Confident communicator with a strong telephone manner and a background in customer service or collections
• 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
• Empathetic listener with excellent attention to detail and a genuine desire to understand customer needs
• Supportive mindset with a passion for helping vulnerable customers and ensuring the best outcomes for both our customers and the business
• 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 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!