Job Description

The Vacancy
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 Advisors to be based in our modern contact centre in the centre of Cardiff, a close walk from both train and bus links along with many shops and cafes. We currently have a rota to cover our contact centre's opening hours (9am to 6:30pm Monday to Friday). We also offer a Hybrid working policy following completion of training.
You will need to be available to start employment and complete a 4 week mandatory training programme on 11 August 2025
While the main purpose of this role is to always provide exceptional customer service and be a brand advocate, further responsibilities will include -

• Liaise with customers via phone calls, emails and web chats, ensuring we meet the customers needs within set timescales
• Manage customers through the debt process, securing payment, setting up debt plans, educate around available support, through to completion
• Endeavour to achieve first contact resolution at every possible opportunity, ensuring customer effort is kept low
• Identify vulnerable customers, offering appropriate support to meet their needs

About you

• Previous experience of working with customers is essential, whilst working in a collections environment is desirable
• Impeccable customer service skills with the desire to help others
• Passionate about working within a dynamic team to meet deadlines and team targets
• Excellent listening and communication skills with the ability to build relationships
• Flexible, adaptable with the ability to show empathy with customers

What can you expect from us

• Excellent starting salary of 25,451, increasing to 27,148 after the probation period
• At least the cost of living pay increase every year
• 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. Please ask us about flexible working options.
#BUUK
The Company
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values

• Innovation

We are creative and fearless in our work.

• Accountability

We take ownership of our work and lead from the front.

• Teamwork

We collaborate widely and build supportive environments.
Contact us:
Telephone:
Email:
Recruitment Agency Disclaimer
The BUUK Group operates with preferred suppliers for recruitment agencies which are reviewed periodically. We do not accept unsolicited speculative CVs from recruitment agencies. Receipt of unsolicited CVs does not imply an introduction to the BUUK Group; therefore, no ownership of such candidates will be given.
If recruitment agencies submit unsolicited speculative CVs, we retain the right to contact, pursue and hire these candidates directly and consider them for current or future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.
Should you wish to be considered as a preferred supplier, please email to enquire. All terms will only be agreed by the Resourcing Team at BUUK.
Our group
Our group of companies designs, constructs, owns, and operates utility infrastructure networks throughout England, Wales and Scotland. We are the only partner to the new-build sector delivering infrastructure for all utilities - from gas, electricity, water and wastewater to future-proof fibre and heat networks.
What's the best thing
about BUUK?
We asked our people.
From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK.
We all matter.
Find out about our supportive culture.
Hear how our shared sense of mutual respect and belonging underpins our culture and supports us all.
Vision, Mission and Values
Our vision, mission, and values are the foundations and the future of BUUK. They are what we stand for, how we live and work, where we are going and how we'll get there. They connect, guide and unite us all, underpinning and strengthening our commitment to be our best and do our best for our customers, stakeholders, the environment, communities - and for one another.
BUUK infographic: The vision, the mission and our values. These are 'Be balanced, be fair', 'Be better every day', 'Be environmentally accountable', 'Be a customer champion', 'Be safe, be well' and 'Be trusted'. ">