Customer Service Advisor/Collections Officer
ELECT
Salary undisclosed
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Description
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.
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.
Benefits
Benefits
- 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.
About this role
ELECT's Customer Contact Centre is looking for someone who can handle the full spectrum of customer interactions—from billing questions and meter readings to sensitive conversations about arrears and payment difficulties. You'd be the first point of contact across phone, email and reception, taking ownership of cases end to end and working with both internal teams and external support organisations to reach fair outcomes. The role demands genuine empathy alongside consistency in applying policy, particularly when supporting vulnerable customers or managing debt resolution.
This is a varied position that requires strong communication skills, digital confidence across multiple systems (including Microsoft Office and Dynamics 365), and the ability to spot errors and maintain accurate records under pressure. You'll need to balance a customer-first approach with organisational discipline—managing a broad workload, meeting team targets and contributing ideas for process improvement. The role suits someone resilient and detail-oriented who can explain complex financial or technical information clearly and handle challenging circumstances professionally.
During recruitment, you'll be matched to either the Customer Services or Collections team based on your background and preference, so your experience with either general customer support or debt management will be valued. This is a full-time, in-office position at ELECT in Guernsey.
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Service Advisor/Collections Officer postings in your area, and analyze any offer before you accept it.
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