Customer Service Representative Glasgow, Scotland
Job description
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. And we're committed to delivering a first-class customer experience while we do it! But sometimes, despite our best efforts, things can go wrong. Working in the Complaints Team, our role is to engage with our customers, understand their experiences and resolve any issues as quickly as possible. We want to ensure that our customers have a positive outcome, regardless of the circumstances.
What you’ll be doing
As a Team Member in the Complaints Team, you’ll respond to supply-related customer complaints and enquiries that have been logged by the emergency contact centre. You’ll be responsible for one of our districts, managing all customer correspondence and taking ownership of complaints within your area. You’ll build good relationships with your engineering colleagues and learn about different types of faults to allow you to communicate effectively with your customers. You could be supporting customer complaints relating to damaged equipment following an electrical surge. Or you might have to respond to high profile complaints that have come through our corporate office or from our Directors. Either way, we’re keen to ensure that all our customers have positive interactions with us and if that hasn’t been the case then it’s your job to turn things around. To make the experience a good one and resolve any complaints as quickly as possible.
A varied and interesting role, you’ll encounter a range of scenarios every day. And as we operate in a highly regulated industry, you’ll learn about Ofgem’s Guaranteed Standards Process and make payments to customers in line with these. This role has many dimensions, with lots to learn – we guarantee you won’t be bored!
Our Team also plays a vital role supporting the emergency contact centre which receives inbound calls about network faults. When the call centre is busy, particularly during big events such as storms, we receive overflow calls to ensure that our customers can report network issues as soon as possible. While call volumes to the team vary, you will be a key member of the team supporting this activity, so you’ll need to be comfortable speaking to customers on the telephone too. Of course, full training will be provided for this.
Working Monday to Friday, you’ll be based in our Glasgow office. Once you’re fully competent in the role, usually after around 6 months, you’ll have the opportunity of hybrid working which would allow home working one day per week.
Whether you’re looking for job security in a role with good working hours, or you’ve got longer-term ambitions to progress your career, this is an interesting role to kick start your career at SP Energy Networks. And if you’re keen to progress, we offer excellent learning and development opportunities for people with ambition and drive.
What you’ll bring
As this is a customer centric role, you’ll need previous experience of working in a customer service environment such as a contact centre, office environment or similar. And if you have experience of dealing with complaints even better! You might be involved in difficult conversations, so you’ll need to be comfortable resolving disputes while remaining calm and professional. A skilled listener, you’ll engage with the customer to resolve their issue. We want you to listen - not just hear - to ensure that we provide each customer with a bespoke service and a positive conclusion.
And with responsibilities such as managing customer correspondence and supporting the emergency call centre, you’ll need proven experience of using your excellent communication skills, especially in writing and on the telephone. We’ll provide training on all our IT software, but you’ll use MS Excel for data entry so you’ll need to be competent using this software. 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.
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
Job Types: Full-time, Permanent
Salary: £22,023.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free or subsidised travel
- Gym membership
- Life insurance
- Private dental insurance
- Private medical insurance
- Profit sharing
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: One location
