Temporary Customer Relationship Agent

To provide administrative services in all areas of customer contact and billing and to enable all monies to be collected in a timely fashion. To build strong and lasting relationships with Guernsey Electricity Limited’s customers. In addition to implement and explain processes, procedures and policies to customers to collect all sums due to Guernsey Electricity within the normal terms of credit.   
Department
Customer
Contract Type
Contract / Temp
Location
Guernsey
Reporting To
Customer & Billing Lead

Key Responsibilities

  1. To build strong and lasting relationships with customers of Guernsey Electricity Limited.
  2. To provide a courteous and professional image of the organisation at the reception desk through the treatment of customers, staff, visitors and callers to Electricity House.
  3. To provide a quick and professional switchboard function in line with internal service standards.
  4. To assist in the review and release of non-standard electricity bills and answering customer queries.
  5. To produce commercial and rechargeable bills and deal efficiently with enquiries from customers.
  6. To implement and explain processes, procedures and policies to customers to ensure the collection of all sums due to the Guernsey Electricity within the normal terms of credit while projecting the right image for the organisation.
  7. To answer customer billing queries in a knowledgeable and appropriate manner, giving good advice with regards to consumption and usage of electricity in a diplomatic way.
  8. To process all incoming data from internal and external customers on a daily basis and in an accurate manner.
  9. To provide cover for the cash desk when required projecting the right image for the organisation.
  10. To administer all incoming standing order forms ensuring that they are accurately recorded and processed to the bank.
  11. To evaluate customer credit worthiness in respect of Hire Purchase while maintaining and updating customers’ prepayment records and keys.
  12. To assist customers in reducing outstanding balances and discourage them where possible rom incurring excessive indebtedness.
  13. To deal with daily computer output in a timely manner ensuring all collection exception reports are actioned appropriately and, in the best, mutual interest of the organisation and customer.
  14. To store and archive all information in accordance with established policies and procedures to enable quick retrieval and efficient handling of this information.
  15. Be aware of and comply with local legislation, specifically related to Health & Safety, Equal Opportunities and Data Protection.
  16. Such other duties as may be allocated, and interchange of duties as required.

Skills, Knowledge & Expertise

Full training would be given, but some knowledge would be beneficial
  • A good understanding of electrical equipment and appliances 
  • Trained in customer management and energy advice
  • Sales skills
  • A pleasant and friendly outlook with a positive customer focus
  • Cash management and security
  • Good interpersonal skills
  • A good working knowledge of computerised systems
  • Good communication skills
  • Additional Skills required to undertake Credit Control function:
  • Negotiation Skills
  • In-depth knowledge of billing systems
  • Able to communicate with customers at all levels

About Guernsey Electricity

Guernsey Electricity is a leading utility business supplying electricity and associated services to domestic and commercial customers.

It is the sole provider of electrical energy in Guernsey and is wholly owned by the island’s government, combining the importation of electricity with local power generation and distribution. It also undertakes electrical contracting and retailing and is a partner in a joint venture which operates the transmission company connecting the Channel Islands to France. It has a turnover of £55 million and the company has a major capital expenditure programme over the next 5 years in developing and upgrading key parts of its infrastructure. 

Guernsey Electricity employs in the region of 200 staff in a wide range of business areas including Asset Management, Generation, Distribution, Commercial Contracting, Retail, HR, Facilities, Finance, IT, Customer Service and Project Management. 

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Department
Customer
Contract Type
Contract / Temp
Location
Guernsey
Reporting To
Customer & Billing Lead
View all opportunities at Guernsey Electricity