Customer Care Advisors
Application Deadline: 14 May 2026
Department: Customer Care
Employment Type: Full Time
Location: Jersey, Channel Islands
Reporting To: Leanne Fitzgerald - Wilkins
Description
The main purpose of this role is to deliver exceptional customer support by providing accurate, timely and empathetic assistance across all contact channels. The role is essential in upholding our Customer Charter and Standards of Service and achieving first time, every time resolution, ensuring every customer receives a positive and seamless experience. At the heart of the role is Think Customer embedding the JE Values and Promises into every interaction ensuring a consistent experience for both colleagues and customers. This includes demonstrating reliability, teamwork, excellence, and customer focus in all daily activities, while consistently putting the customer at the centre of decision-making. The role also supports continuous improvement by identifying opportunities to enhance processes, customer journeys and the overall experience.
Key Responsibilities
- Deliver outstanding customer service through phone, email and face-to-face interactions, including support within Smarter Living and Customer Care reception areas
- Maintain up-to-date knowledge of JE tariffs, products and best practices, applying this knowledge to deliver the best possible customer outcomes. Attend training sessions as required.
- Take ownership of customer queries, adopting a curious and proactive mindset to deliver right-first-time solutions
- Identify and escalate complex or unresolved issues to the appropriate teams, utilising CRM systems effectively to ensure timely resolution.
- Deliver accurate information regarding JE products, services and policies, guiding customers confidently and effectively through issue resolution
- Handle complaints in line with Customer Charter timeframes, striving to achieve first time, every time resolution and a positive customer outcome.
- Identify opportunities to improve customer and colleague experiences, making informed recommendations to support service and process enhancements.
- Provide support during emergencies and unscheduled operational events, ensuring customers receive reassurance and clear communication when they most need it.
Skills, Knowledge & Expertise
Skills
- Exceptional customer service and communication skills (written and verbal)
- Strong empathy with a genuine desire to resolve customer issues
- Ability to work independently while collaborating effectively with others
- Confident handling of challenging conversations and circumstances
- Strong organisational skills and attention to detail
- Accuracy and quality in all aspects of work
- Proficiency in customer-related systems including CRM and Office 365
- Flexibility to work evenings, weekends and public holidays when required
Experience
- Experience in a Customer Care role is desirable but not essential
- Comfortable handling customer queries, problem-solving and providing clear guidance
- Confident in decision-making and knowing when to seek clarification
- Willing to constructively challenge processes to improve customer experience
Qualifications and Training
- Good standard of education
- Training in customer service techniques and structured objection handling
- Call-handling and high-quality interaction training
- Experience or training in handling difficult conversations (recommended)
- Training in supporting vulnerable customers with sensitivity and judgement (recommended)
Job Benefits
Jersey Electricity provides excellent benefits, catered towards financial, physical and mental wellbeing. Starting with private medical insurance, discounted electricity rates, discounts within our Powerhouse shop, subsidies on EVs, gym memberships, on-site Mental Health First Aiders, organised sports and activities groups.
We offer competitive salaries combined with an attractive pension. We are family-friendly and strive to give you a life work blend to both love your job, do excellent work and spend important time with your family and friends. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age or disability status.