Customer Service Adviser - Credit Management

Customer Service Adviser – Credit Management

EFI Logistics – Nailsea, England, United Kingdom

We're looking for a supportive and customer‑focused Customer Service Adviser to join our Credit Management team. If you're passionate about helping people, solving problems, and making a real difference to customers who may be facing financial challenges, this could be the perfect role for you.

• Customer‑focused collections:
  Engage with customers via phone, email and written correspondence to collect payments, negotiate tailored repayment plans and take full ownership of each case through to resolution.
• Account investigation:
  Proactively investigate non‑paying accounts, including commercial customers, and work to resolve large outstanding balances with professionalism and care.
• Training and development:
  Receive full training to become an expert in complex areas such as bankruptcy and liquidation, benefit deductions and claims handling.
• Vulnerable customer support:
  Identify and assist our most vulnerable customers, ensuring timely registration to our Priority Services Register and providing additional support where needed including our social and welfare schemes.
• Complaint resolution:
  Handle customer complaints with empathy and diligence, always going the extra mile to deliver a positive outcome while preventing future issues.
• Working hours:
  
  Full‑time (37 or 40 hours per week), Monday to Friday between 08:00 and 18:00.

• A confident communicator with a strong telephone manner and a background in customer service or collections.
• A natural rapport builder who can connect with customers and maintain trust and ownership throughout the journey.
• Professional and patient, able to stay calm and focused under pressure.
• A supportive mindset with a passion for helping vulnerable customers and ensuring the best outcomes for both them and the business.
• A problem solver who is confident suggesting improvements to reduce customer effort and enhance our processes.

• 25 days holiday, rising to 28 days with length of service.
• Up to 20% combined pension contribution.
• Opportunity to buy or sell holiday.
• Pay increments yearly rewarding your first 3 years of service.
• Performance‑related bonus of up to 10%.
• Healthcare package allowing you to claim back healthcare costs.
• £1,000 'Refer a Friend/Family' scheme.
• Life assurance of up to four times your salary.
• Sustainable benefits including electric vehicle and cycle‑to‑work schemes.
• Family‑friendly policies including enhanced maternity and paternity leave.
• Paid community day.
• Cashback and discounts from over 3,000 retailers.

Pelican is a multiple‑award‑winning company based in Nailsea, just south of Bristol, providing customer services for clients including Wessex Water and Bristol Water. From meter reading and billing to collections and customer support, we pride ourselves on putting both our customers and our people at the heart of everything we do. We have won awards such as Best Customer Engagement, Best People Engagement, Best Mental Health in the workplace and were ranked 19th in the Sunday Times Best 100 Companies to work for in the UK.

We are an inclusive and engaging place to work and are a Disability Confident and Armed Forces Covenant signatory.