Closing Date
Reference
REQ003985
Department
Pelican Business Services
Location
Nailsea
Starting Salary
9,809 (16 hours per week) - 22,865 (40 hours per week)
Category
Permanent
Package
Excellent basic salary, contributory pension scheme, performance related bonus, 25 days' holiday (pro-rata to hours worked) Free local parking and an on-line employee discount and cashback scheme to many major retailers.

Customer Service Adviser - Full or Part Time

Come and work for the Outsourced Contact Centre of the Year!

Who are we?

We are well known for our quality, award winning customer service and our people-centric culture. We pride ourselves on making Pelican a great place to work and were ranked 19th in the Sunday Times Best 100 Companies to Work for in the UK in 2020. We are extremely proud of our recent awards wins, the – Customer Excellence award 2021 for Business Leaders, as well as Best Customer Engagement, Best People Engagement, Best Mental health in the workplace, and of course the 2021 Contact Centre of the year (outsourced in the South West Contact Centre Awards.

Pelican Business Services is based just south of Bristol and provides award-winning customer service on behalf of Wessex and Bristol Water, employing 350 people. We look after the full customer journey including everything from meter reading, billing, and customer services.


Job Description

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 responsible for delivering a first-class experience. Our department is an exhilarating and fast paced environment where you will be answering an average of 50-60 calls a day.
Initially your focus will be our inbound telephone contacts but at Pelican we strive to create multiskilled experts that can communicate with our customers on many channels such as emails and live chat.


You will be working a rolling shift pattern between our opening hours of 8am and 8pm Monday to Friday, 8am to 2pm on Saturdays – currently only one in four! No Sunday or bank holiday working here.

Looking for more flexible hours or a shorter working week? We’re a family friendly business and we look to support flexible working options where we can that suit you which can be discussed once you have applied.

About you:

We are looking for someone who loves talking to people and can naturally build a great rapport with our customers and colleagues. You will have confident, energetic, and professional communication skills, be friendly and have a positive, ‘can do’ attitude. We want you to be able to demonstrate resilience and reliability, working to defined department targets.

If you are ambitious, hitting your targets and enjoy a challenge we offer lots of opportunities to progress within the business.

Why work for us?

It’s easy to say this is a great place to work but we don’t expect you to just take our word for it! We have won awards for 'Customer Centric Culture', 'Best Place to Work' and 'Employee Engagement', a perfect representation of our priorities. We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We feel that every aspect of your career with us is important. From interview to offer, your line manager and friendly HR team will keep you updated every step of the way. On day one, you’ll receive a warm welcome from your new team and join our unique induction programme.

Most of all, we don’t tell you what is important to you - we encourage our people to tell us. Our annual People Promises are based directly on feedback from our team members and our committees and working groups (including our Health and Wellbeing committee, our Mental Health First Aiders, our LGBTQ+ alliance and our Working Parents group to name just a few) are populated by our own people, constantly looking for ways to improve the experience for our people.


Ever wondered how we support the journey of 1.2 million Wessex Water and Bristol Water customers?
We currently have vacancies across several of our customer centric departments so if you're looking for your next opportunity follow the link to find out more:


https://www.youtube.com/watch?v=kK5xGJ9zxy0


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


We pride ourselves on our ‘family friendly’ culture and support all our team members with several policies and initiatives to support this including flexible working from day one!


We are delighted to have signed the Armed Forces covenant and are a Disability Confident Committed employer. Applicants who declare they have a disability or have previously served with the Armed Forces, will automatically be invited for an interview if they meet the minimum requirements for the job.


We are 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.

Please be aware that due to an update to our recruitment system, online applications will be temporarily unavailable between 17:00 on Thursday 2 December and 08:00 on Tuesday 7 December.

Whilst our careers site is going through temporary maintenance, we are accepting manual applications. Please send your application to careers@pelican.co.uk stating in the subject bar the position and reference number (REQ003985) you are applying for.

In the email, please include your full name, attach a CV (word or PDF document), Email address and a contact number.

If you have any further queries, please contact the recruitment hotline on 01225 528191.

Thank you for your patience and we apologise for the inconvenience.

We do not accept CVs from recruitment agencies. We are an equal opportunities employer. You must be able to provide proof of your eligibility to work in the UK and proof of skills and qualifications gained. Appointment of successful applicant/s will also be subject to receiving suitable references and basic (or where job applicable) other criminal disclosure checks.

We respect and value everyone’s contribution. Wessex Water is an equal opportunities employer. We are committed to providing an environment that supports and encourages the many skills, interests, backgrounds and experiences that people from different social groups can bring. We strive to provide a workplace which is free from discrimination, harassment and bullying, and where everyone is treated with dignity and respect.