Overview
Team Member (Complaints) – Prenton, North Cheshire Trading Estate, Birkenhead, CH43 3ET. Hybrid working, after successful completion of probationary period. Starting salary: £27,498 per annum. Grade: EN2. Permanent / Full Time.
Purpose
At SP Energy Networks we work hard to provide our customers and communities with an efficient and reliable network. We are committed to delivering a first-class customer experience while we do it. When things go wrong, our role in the Complaints Team is to engage with customers, understand their experiences and resolve issues quickly to ensure a positive outcome for the customer.
Responsibilities
* Manage and respond to customer complaints/enquiries relating to quality of supply issues in line with the agreed customer contact process and awareness of Ofgem targets for complaints.
* Manage and respond to customer issues and concerns relating to the performance of the network.
* Manage and respond to high profile complaints as directed by the Team Leader.
* Manage and respond to insurance enquiries, including public liability issues, from insurers and commercial and domestic customers in line with agreed Insurance Processes.
* Coordinate daily Customer Contacts received within Customer Service.
* Process customer payments related to Guaranteed Standard (GS) failures, pro-active payments, insurance and customer service payments, ensuring all paperwork complies with local processes.
* Develop and maintain strong relationships with internal and external customers to ensure Operational Excellence across our processes.
* Provide support to the Distribution Call Centre on a daily basis and take DCC calls.
* Be active in improving/developing and introducing new processes, procedures, initiatives and new technology.
Skills and Requirements
* Developed influencing, persuasion and negotiation skills.
* Excellent telephony skills.
* Ability to prioritise and manage tasks during peak workloads.
* Ability to communicate effectively to all key stakeholders.
* Ability to identify areas for improvement within own skillset and take action to bridge gaps.
* Enthusiastic with a willingness to learn.
* Ability to work well within a team.
Minimum Criteria
* Experience working in a customer service environment such as a contact centre or office environment (or similar).
* Previous experience dealing with complaints would be beneficial.
* Experience using MS Office software, particularly Excel.
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. Our benefits include:
* 36 days annual leave
* Holiday Purchase – extra annual leave
* Share Schemes
* Payroll Giving and Charity Matched Funding
* Technology Vouchers – save more on technology purchases
* Electric Vehicle Schemes – support transition to green/clean driving
* Cycle to Work scheme and Public Transport Season Ticket Loans
* Healthcare benefit options including Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
* Life Assurance (4x salary)
* Access to Savesmart financial wellbeing support
* 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 the North West of England. We operate over 4000km of cables and lines that makeup the transmission network – connecting wind farms into the electricity system. It’s a role at the heart of Scotland’s ambition to be Net Zero by 2044. We’re investing more than £5.5 billion into our transmission network to support renewable energy growth. We offer real career opportunities within a global organisation.
Inclusion, diversity, and a social purpose are at the heart of everything we do. We welcome candidates from all backgrounds and are committed to equal opportunities.
We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities or 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
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to immigration requirements to legally work in that country. If required, the Company will support the employee with necessary Immigration requirements.
Important: Advert will close at 23:59 GMT the day before the Job Posting End Date. September 11, 2025.
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