Customer Service Advisor

Customer Service Advisor

Red Recruitment is recruiting Customer Service Advisors in Leeds city centre to join our client, an award-winning customer management company that has achieved GOLD awards from both Investors in People and Investors in Customers.

In this role, you will provide telephone support to enforcement agents attending customers' properties in relation to outstanding utility debt. You will complete structured fact-finding checks, review account information and ensure the correct legal, regulatory and operational procedures have been followed before any action is taken.

You will help ensure every case is handled fairly, accurately and with appropriate consideration for the customer's individual circumstances.

Benefits and Package for a Customer Service Advisor:

• Salary: £26,227.50 per annum
• Hours: Full-time, Monday to Friday, working hours between 8am and 6pm
• Contract Type: Permanent
• Location: Leeds city centre
• Free parking
• Health and wellbeing programme
• Monthly bonus scheme
• Overtime availability
• Internal recognition schemes with financial awards
• Pension scheme
• 33 days' annual leave, including bank holidays and your birthday
• Social events, including Summer and Christmas parties
• Full support and training provided
• Career progression opportunities

Key Responsibilities of a Customer Service Advisor:

• Provide telephone and operational support to enforcement agents attending customers' properties
• Complete a structured fact-finding process with agents during live property visits
• Review customer accounts, outstanding debt information and previous actions taken
• Check that the relevant legal, regulatory and company procedures have been followed correctly
• Confirm that all required notices, documentation and warrant-related checks have been completed
• Identify factors that could affect how a case should proceed, including vulnerability, affordability concerns or a change of occupier
• Establish whether alternative resolutions have been considered before a meter installation or exchange takes place
• Provide guidance to field agents on the appropriate next steps in line with company procedures
• Stop or escalate cases where information is incomplete, procedures have not been followed or additional support is required
• Monitor live cases and provide operational support to help visits progress safely and appropriately
• Escalate complex, sensitive or high-risk cases to specialist teams when required
• Accurately record conversations, decisions, actions and outcomes across internal systems
• Support compliance with company policies, regulatory requirements, data protection standards and vulnerability guidelines
• Work collaboratively with field teams, operational colleagues and management to improve processes and service delivery

Key Skills and Experience of a Customer Service Advisor:

• Previous experience in customer service, contact centre, operations support, collections or a regulated environment
• Experience supporting vulnerable customers or handling sensitive situations would be advantageous
• Strong questioning and fact-finding skills, with the confidence to obtain accurate information
• Excellent verbal communication skills and the ability to provide clear guidance over the telephone
• Strong attention to detail and the ability to follow structured procedures accurately
• Good judgement, with the confidence to challenge, stop or escalate a case when necessary
• Strong problem-solving and decision-making abilities
• Comfortable working under pressure and supporting agents during live property visits
• Able to manage multiple systems and sources of information simultaneously
• Confident maintaining complete and accurate case records
• Experience within utilities, debt recovery, revenue protection, financial services or another regulated sector would be beneficial

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)