Customer Service Representative

Customer Service Representative (Part-time, weekends)

North Cheshire Trading Estate, Prenton Way, Birkenhead, Prenton CH43 3ET

Office based role - own travel is essential due to limited public transport

Salary £23,120 per annum (pro-rata), plus a range of flexible benefits

Working Pattern: Part-time - 16 hours

Closing date: Friday 21st of July 2023

Help us create a better future, quicker

At SP Energy Networks we work hard to provide our customers and communities with an efficient and reliable network. But sometimes, despite our best efforts, things can go wrong – we’re looking at you Storm Arwen! And so our Distribution Call Centre is the contact centre for calls from customers to report network faults and supply issues. As a Customer Service Representative within the Distribution Call Centre (DCC), you’ll be the first point of contact for these customers. From inbound calls to emails to social media, we want to make it easy for our customers to get in touch. With our business at the mercy of big events such as storms, it’s vital that we log calls and faults to ensure that our customer issues are dealt with quickly, efficiently and effectively regardless. And most important of all, we want to deliver a first-class customer experience while we do it!

Skills and Requirements

As a colleague in the DCC, your primary role will be to answer calls and log faults. We want you to engage with our customers; to recognise the importance of listening carefully, getting to the heart of the problem to provide the right solution as quickly as possible. A skilled listener, you’ll be able to identify when customers need additional support, for example our vulnerable customers. With exposure to a wide range of scenarios, you’ll find this a varied and interesting job. As you develop into the role, you’ll be upskilled to support a range of activities. From answering queries received by email, SMS and through social media to helping customers access their meter numbers. The nature of our call centre means you might encounter customer complaints, so you’ll need to be comfortable having difficult conversations while remaining calm and professional.

This is a fast-paced environment, with unique and interesting challenges, so you’ll need to be composed, remain focused and act decisively to meet our ever-changing customer needs. And because we’re an Emergency Call Centre, we’re open 365 days a year, from 7am till midnight. We’re always on hand to support our customers, and during big events such as storms, our phone lines are buzzing. We need everyone to pitch in, making sure that faults are logged immediately, ensuring that customer service standards remain high, despite the crisis.

This on-site role offers a part-time shift pattern. So, no more 9- 5! Choose the work hours that’ll best help you to make time for the other things in your life, with all the benefits of a full employment contract such as holidays, sick pay and more job security.

What You’ll Bring

As this is a customer centric role, you’ll need previous experience of working in a customer service environment. Whether that’s retail, hospitality, a contact centre or similar, you’ll bring your best customer services skills to this role. And if you have experience of dealing with complaints even better! Experienced or not, you’ll need to be confident of managing difficult conversations with empathy and professionalism. And with responsibilities including answering calls and responding to written contact, you’ll need excellent communication and administration skills. We’re looking for someone with initiative and agile thinking who is willing to go that extra mile to help our customers. And of course, knowledge of SP Energy Networks and our activities would be beneficial to help you understand the importance of your role within the business.

Bringing your energy and passion for customer care, you’ll demonstrate empathy, take ownership of challenges and solve those complex problems. And as call volumes can change rapidly, you’ll need to be resilient, able to switch up a gear when the situation demands it. Overall, we want you to keep the customer at the heart of what we do and deliver a first-class customer experience to each and every customer.

Shift pattern

Monday RDO
Tuesday RDO
Wednesday RDO
Thursday RDO
Friday RDO
Saturday 07:00 – 15:00
Sunday 06:00 – 15:00

What’s in it for You

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday purchase – perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers – save more and spread the cost of your technology purposes
• Count us in – pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to ‘nudge’ financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
  

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing £2 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com.

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.