SP Electricity North West manages and invests in the power network that supplies electricity to 2.4 million homes and businesses across the North West. Our 2,400 colleagues manage the 13,000 km of overhead lines, 44,000 km of underground cables and thousands of electricity substations to keep power flowing and support green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.
We’re proud we were named Utility of the Year by Utility Week magazine in December 2024 for innovation and solving industry challenges. Come and be part of our team and make a difference.
Scheduler Role
As a Scheduler you will be our customers’ first point of contact by phone, email or letter. You will manage customer accounts, handle enquiries and ensure appointments run smoothly. Working as part of a busy, engaged team, you will schedule appointments, optimising engineer time to maximise satisfaction and productivity.
Key Responsibilities
* Drive excellent customer service for internal and external customers.
* Maintain your own productivity and efficiency across all scheduling activities.
* Dispatch all incoming Category A work within the stated 3‑hour SLA, prioritising customer safety.
* Champion vulnerable customers by identifying and arranging any specific needs for their appointment.
* Hit daily targets of contact attempts and appointments using telephone, email and letters.
* Proactively avoid complaints by escalating customer requirements or issues quickly.
* Communicate regularly with field engineers to fully utilise available calendar slots, factoring geography and authorisation.
Qualifications & Requirements
* Proven experience in a customer service environment.
* Proficiency in MS Office.
* Excellent written and verbal communication skills.
* Ability to work independently and take initiative.
* Must have permission to work in the UK without sponsorship at the start of employment.
Working Hours
* Monday–Wednesday: 08:00 AM – 04:30 PM
* Thursday–Friday: 09:30 AM – 06:00 PM
* Fridays: 08:00 AM – 04:30 PM
* One Saturday per month: 08:00 AM – 12:00 PM (paid at time and a half)
Benefits
* Annual bonus scheme.
* 25 days annual leave increasing with length of service.
* Employee rewards portal with discounts on well‑known brands.
* Market‑leading contributory pension scheme.
* Employee assistance programme.
* Opportunity for professional development through L&D.
Inclusion & Recruitment
We celebrate diversity and are committed to building a team that reflects the communities we serve. If you need adjustments or support during the application process, contact our Recruitment Team at careers@enwl.co.uk or call 0845 366 0092 (option 2).
Any offer is conditional until pre‑employment checks are complete, including references, medical appointment, DBS and drug & alcohol test.
We reserve the right to close the vacancy early.
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