Overview
Customer Service Representative (Connections)
Glasgow HQ, 320 St Vincent Street, Glasgow, G2 5AD
Hybrid working, after successful completion of probationary period
Starting salary £27,498 per annum
Permanent / Full Time
Weekly hours: 37 hrs (Monday - Friday 8.30 - 4.30pm)
Number of vacancies: 3
Purpose
The role of a Customer Service Representative is a clerical based role, to provide business support in all activities relating to the Connections Services business area within SP Energy Networks.
You'll enjoy spending most of your day talking to customers working a high volume of inbound and outbound calls to customers and internal stakeholders.
Responsibilities
* Day to day you'll be providing and following up on customer quotes, making customer contacts to assist with the payment process, disconnections, acceptance process, answering queries, responding to emails,
* Provide excellent customer service to both the internal and external customers and actively promote customer service standards within area of responsibility following conversation guidance (script) to ensure procedures are followed while delivering excellent customer service.
* You will contribute positively, effectively and efficient as a member of connections team, whilst adapting to current and changing tasks.
* Ensure all relevant IT systems/management reporting are accurately and timeously updated in accordance with the performance management goals
* A team player who positively works to the business and department goals
Skills and Requirements
* Excellent oral and written communication skills with proven telephone communication skills
* Good working knowledge of Microsoft packages, particularly Excel and Word
* Experience Customer Service advisor
* Experience in Customer Service sectors
Advantageous:
* Knowledge of GS/Ofgem/Ombudsman/Broader Customer Service requirements
* Knowledge of SP Energy Networks policies, procedures and working practices
* Knowledge or awareness of the Connections business process
Minimum Criteria
* Excellent oral and written communication skills with proven telephone communication skills
* Good working knowledge of Microsoft packages, particularly Excel and Word
* Experience as a Customer Service advisor/ in Customer Service sectors
Other Information
* Closing Date: See below
* Hiring Manager: Joanne Howard
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
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 Schemes
* Payroll Giving and Charity Matched Funding
* Technology Vouchers - save more and spread the cost of your technology purchases
* Electric Vehicle Schemes - to help you transition to green/clean driving
* Cycle to Work scheme and Public Transport Season Ticket Loans
* Healthcare options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
* Life Assurance (4x salary)
* Access to Savesmart financial wellbeing support
* Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
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