SKILLS AND EXPERIENCE (PREFERRED BUT NOT ESSENTIAL):

• Experience in credit control or debt resolution
• Background in the utilities or energy industry

THIS ROLE WOULD SUIT SOMEONE WHO IS:

• A confident communicator with strong telephone skills
• Resilient and able to remain calm under pressure
• Naturally empathetic and able to adapt to different customer needs
• Organised with great attention to detail
• Motivated and capable of managing their own workload
• A team player who can follow structured processes
• Tech-comfortable – especially with Microsoft Office and CRM systems

WHAT YOU’LL BE DOING:

As a Customer Service Advisor, you’ll be the key point of contact between energy suppliers and their commercial customers that have fallen into arrears. This role is about understanding each business’s unique situation and finding the right solution.

THE ROLE INCLUDES:

• Proactively contact commercial customers with outstanding balances
• Negotiate payment or alternative commercial resolutions
• Investigate and resolve customer account queries
• Act as an intermediary between energy clients and their customers
• Agree and manage payment plans through to completion
• Recognise vulnerable customers and tailor your approach appropriately
• Identify non-compliant customers and escalate where necessary
• Taking meter reads and prompting Smart meter installations to help promote accurate billing
• Maintain and manage your own portfolio of customer accounts
• Achieve individual and team KPIs set by both management and clients