Customer Service Advisor/Collections Officer

Job 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.