At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for Collections Customer Service Advisor who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Purpose of this role
To deliver consistently high-quality service to customers across multiple utilities, earning their long-term loyalty to BUUK Infrastructure. To support and manage customers through the debt process, ensuring customer service is kept to a high standard and for BUUK to receive prompt customer payments. To put our customers’ needs at the heart of everything we do.
Your key responsibilities are
To be passionate about customer service and strive to always deliver an excellent customer experience.
To always be a brand advocate and champion.
To answer inbound calls, make outbound calls and respond to written contact across multiple contact channels within set timescales and quality measures, ensuring customer needs are met to a high standard whilst keeping us compliant with industry regulations.
Manage customers through the debt process, securing payment, setting up debt plans, providing education around available support (debt charities etc) through to completion.
Represent the company positively and endeavour to resolve customers enquiries first time, every time.
Aim to achieve first contact resolution at every possible opportunity, delivering exceptional customer service.
Ensure we are meeting our customers’ needs as efficiently as possible and keeping customer effort low by keeping our promises.
Identify vulnerable customers and offer appropriate support to meet their needs.
Adapting to ensure any interactions are low effort and high-quality customer service.
Work as part of a high performing team and department.
Liaise with stakeholders to ensure customer and business needs are met.
Be responsible for your own performance and behaviour.
Be a positive influence on your colleagues.
Speak out when something is broken with a view to making it better.
To actively take part in our quality model and coaching sessions and undertake self-evaluation, because your continuous improvement and development is important to us.
We currently have a rota to cover our opening hours (Monday- Friday 9-6:30pm). You will need to be available to start employment and complete a 2 week mandatory training programme from 13th October 2025.
Qualifications
GCSE Maths and English or equivalent.
Experience/Knowledge
Experience of working with customers or members of the public.
Abilities/Skills
Ability and desire to deliver the highest quality support to customers.
High level of accuracy in processing customer information, orders and payments.
Excellent communication skills with the ability to engage with customers.
Excellent listening skills with the ability to build rapport and empathise with customers.
A desire to help others, with a willingness and ability to take ownership of issues through to resolution.
A positive, friendly and pro-active attitude.
Flexible and adaptable with the ability to interact with all types of customers.
Well-developed organisational skills with the ability to multitask and meet targets.
A passion and motivation for working to individual and team targets.
Ability to work well as part of a dynamic team as well as being able to work independently.
Desirable
A level or NVQ equivalent.
Experience within a collections environment.
Ability to use Microsoft Office programmes or equivalent.
Conditions of Employment
You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.
What can you expect from us
Excellent starting salary of £25,451, increasing to £27,148 following successful completion of your probation
Cost of living annual pay review
Company pension contributions up to 10% if employees contribute 5%
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks
Enhanced maternity, paternity and adoption pay
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax)
Hybrid working for eligible roles
Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Job Types: Full-time, Permanent
Pay: £25,451.00-£27,148.00 per year
Benefits:
- Company pension
- Referral programme
- Transport links
Work Location: In person
