Contact Centre Adviser (Inbound)

Closing date





Pelican Business Services




up to £22,000 (pro-rata)




Excellent basic salary, contributory pension scheme, performance related bonus, 25 days' holiday (increasing with length of service), 37 hour week, free local parking and an on-line employee discount and cashback scheme to many major retailers.

Job Description

Do you love helping people? Are you customer focussed and looking to grow with a company which is shortlisted in the Times Top 100 Companies to work for in 2020? Then look no further! We're on the lookout for engaging and knowledgeable customer service experts to join our billing contact centre.

The Company

Pelican Business Services (or Pelican for short) is an award-winning billing and customer services company based just south of Bristol. Employing 350 people, we receive nearly one million calls, emails and live chats a year from customers of Bristol Water and Wessex Water. The types of contact we handle range from customers moving home, changing their details to answering queries about their bills. We also help customers who may be vulnerable or in debt to apply for one of our assistance schemes.

We are well known for our award-winning customer service and in 2018 we were ranked 20th in the Sunday Times Best 100 Companies to Work for in the UK!

The role

Our inbound contact centre is the heart of our business and the first point of contact for many of our customers, so you will be on the front line delivering a first-class experience. The department is an exhilarating, lively and fast paced environment where you will be answering an average of 50-60 calls per day from customers to help them with their queries.

Our full-time roles can be 37 or 40 hours - it's your choice. You will be working a rolling shift pattern between our opening hours of 8am and 8pm Monday to Friday 8am to 2pm on Saturdays (no bank holiday working here!) Looking for part time or flexible hours? No problem - we're a family friendly business and we look to support flexible working options (in the last year, more than 50 Pelican's, as we call them, have started working flexibly).

The ideal candidate

It is essential that you have proven experience of working in a customer services role (either telephone based or face to face), love talking to people and are passionate about helping them.

You will have confident, energetic and professional communication skills, be friendly and have a natural finesse for building rapport. You will also be a reliable and committed ambassador of customer experience and have a positive, 'can do' attitude. It's also important that you can demonstrate that you show common sense and resilience, have great attention to detail and take pride in your work.

If you are ambitious, loyal and enjoy a challenge we offer lots of opportunities to progress within our contact centre. Many of our team members have become multi-skilled experts which has allowed them to develop long standing careers with Pelican and our parent companies (based locally).

Why work for us?

Pelican is truly a great place to work. We are passionate about our business and look after our people. We have won awards for 'Customer Centric Culture', 'Best Place to Work' and 'Employee Engagement' and we take pride that both our customers and people are at the heart of everything we do.

All our customer service team members receive a comprehensive training experience, starting with our Customer Service Academy. This has been carefully designed to bring out your best skills and ensure you are at the top of your game when helping our customers. Our suite of in-house courses combined with our supportive coaching culture will help you to supplement your new-found skills, whilst your personal 'buddy' will show you around and help you settle into your new team.

We also take your happiness and general wellbeing seriously and have an on-site health and wellbeing committee where you will have access to a range of different initiatives.

We're firm believers in recognising our people for a job well done, both formally through our employee recognition schemes and informally with our company wide social events - a great opportunity to celebrate our successes. We also hold regular charity fundraising days and each team member receives a 'community day' each year to support a project of their choice.


In addition to standard company benefits (and our outstanding culture) we offer an annual bonus scheme, great flexible and family friendly working options and an annually reviewed, market leading salary with enhanced maternity and paternity pay. In addition, you will benefit from being able to work set, regular shifts and (unlike most other companies) you'll be able to park locally for free! We're also partnered with 'Rewards 4 U' so you'll have access to a great range of online offers and discounts with high street retailers such as Argos and Amazon, whilst making savings on things like phone contracts and cinema tickets!

#TeamPelican welcomes a diverse range of people, talent and ideas.

We are delighted to be recognised as a Disability Confident Committed employer who are inclusive in our recruitment, with a workplace that provides opportunities for all. Please let us know if you require any additional support or adjustments to assist you in starting your Pelican journey. Anyone with a disability who applies for a role with us and meets the minimum criteria for the job will be automatically invited in for an interview.

Current vacancies

Customer Service Adviser - Credit Management
Secondment;Fixed term
We have an exciting opportunity for a Customer Service Adviser to join our team. Our Customer Service Advisers take responsibility for ensuring we provide the best customer service experience possible throughout the process of securing all payments and collections from our customers, negotiating repayment plans and offering alternative options where required. This includes responding to customer contact, liaising with customers to discuss payments, identifying any appropriate alternative options available to customers and liaising with other teams to provide a seamless customer journey.