Customer Service Advisor/Collections Officer

Customer Service Advisor/Collections Officer

Department: Customer

Employment Type: Full Time

Location: Guernsey

Reporting To: Team Lead

Description

We have two teams within Customer Contact – Customer Services & Collections. Applicants will be allocated to a team based on their skills, experience and their preference.

We’re looking for a customer-focused professional to join our Customer Contact Centre. You’ll be the first point of contact for customers across phone, email and our reception desk, helping resolve a wide range of account, billing and metering queries. You’ll also support customers who may be in arrears—agreeing affordable repayment solutions, managing debt resolution activity fairly and ethically. We work as a team which includes escalating cases appropriately when additional interventions are required.

This is a varied, end-to-end role where quality, empathy and ownership matter. You’ll keep accurate records, collaborate with internal teams and external support organisations when needed, and contribute ideas that improve the customer experience, strengthen controls, and support continuous improvement across our processes and systems.

Customer Centric Approach

At Guernsey Electricity, we put our customers at the heart of everything we do. Your role is pivotal in ensuring our customers' satisfaction and providing them with the support they need in every circumstance. Every interaction counts, and your contributions are vital to our continued success.

Key Responsibilities

• Handle a broad range of customer queries, including moving home, regular payments, billing and payment options, energy usage questions and general account support.
• Understand customer needs and take ownership of cases end to end wherever possible, ensuring customers receive timely updates and clear outcomes.
• Support a wide range of different customer types, recognise where they might be vulnerable and respond appropriately.
• Maintain accurate customer records, process service requests and complete high-quality data entry.
• Investigate and resolve billing queries and discrepancies, including credits, debits, refunds and adjustments (in line with policy and controls).
• Support meter-related activities, including readings and customer queries, ensuring timely and accurate information for billing.
• Help customers manage their payment arrangements and Standing Orders
• Respond to debt-related enquiries sensitively, explaining options, timescales and consequences clearly and professionally.
• Proactively contact customers with overdue balances and support them to resolve arrears through fair, sustainable repayment arrangements.
• Manage disconnections and transitions to prepayment meters, following our policies and procedures and ethical practice.
• Work collaboratively to meet shared targets and deliver a consistent customer experience, highlighting where processes can be improved.
• Produce and maintain reporting on performance, trends and key metrics to support team planning and decision-making.

Skills, Knowledge, and Expertise

• Customer-first mindset with the confidence to handle sensitive conversations and find fair outcomes.
• Strong communication skills (written and verbal), with the ability to explain technical or financial information clearly.
• Digital confidence working across multiple systems including MS Office and CRM/billing (we use d365) and using data to make informed decisions.
• Resilience and empathy —comfortable supporting customers in challenging circumstances while applying policy consistently.
• Organisation and time management to manage a varied workload, prioritise effectively and maintain accurate records.
• Attention to detail , be able to spot errors, and avoid data protection breaches.
• Continuous improvement mindset —willing to learn, share ideas and support changes to processes and ways of working.

Why join Guernsey Electricity Limited

Now is an exciting time to join Guernsey Electricity and you can play a critical role in helping Islanders transition to a more sustainable future.

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