Customer Service Advisor / Collections Officer

About the role

Join Guernsey Electricity's Customer Contact Centre as the first point of contact for customers via phone, email and reception. You will handle a wide range of account, billing and metering queries and support customers in arrears with fair repayment solutions.

Key responsibilities

• Handle diverse customer queries including moving home, payments, billing, energy usage and account support.
• Investigate and resolve billing discrepancies, process service requests and maintain accurate records.
• Support meter‑related activities, manage payment arrangements and standing orders.
• Contact customers with overdue balances, negotiate sustainable repayment plans and manage disconnections or transitions to pre‑payment meters.
• Collaborate with internal teams, external organisations and produce performance reporting.

Required profile

• Customer‑first mindset with ability to handle sensitive conversations.
• Strong written and verbal communication, able to explain technical or financial information clearly.
• Resilient and empathetic, comfortable supporting vulnerable customers while applying policy consistently.
• Excellent organisation, time‑management and attention to detail.

Required skills

• Proficiency with MS Office.
• Experience using CRM/billing systems, specifically Dynamics 365.