Customer Service Representative

  • Job Reference: 00042559-1
  • Date Posted: 8 May 2024
  • Employer: ScottishPower
  • Location: Birkenhead, Merseyside
  • Salary: £23,120 to £28,900
  • Sector: Administration
  • Job Type: Permanent

Job Description

Customer Service Representative

North Cheshire Trading Estate, Prenton (limited public transport) (Office Based)

Salary £23,120 per annum (pro rata for part-time) plus excellent benefits

37 hours per week, part-time hours available

Help us create a better future, quicker

Join our Power Cut Emergency team as a Customer Service Representative and become the crucial first point of contact for our customers during some of their most urgent moments. In this fast-paced role, you'll be at the forefront, swiftly responding to large-scale events such as storms and power disruptions. Your ability to stay calm under pressure, provide prompt solutions, and offer reassuring support will not only resolve immediate concerns but also reinforce our commitment to brilliant customer service. If you're ready to be the reassuring voice in the storm, looking for ways to be kind and help customers then apply now and power up your career with us!

What you ll be doing

You will be the lifeline for customers during power outages. Your role involves handling inbound customer contacts, swiftly addressing customer concerns, and making outbound calls to provide updates and reassurance during ongoing incidents. You'll play a pivotal role in supporting our vulnerable customers, and offering the extra care they need. You'll be supporting customers across multiple channels, ensuring consistent and kind communication, no matter the platform. This role is not just about managing calls; it's about caring for customers and being the reassuring voice when our customers need it the most.

In this vital role, your exceptional listening skills will be key.  As a Customer Service Rep, you'll encounter a variety of tasks that require your full attention and empathy.  You'll need to be adept at offering support and reassurance, as well as handling any dissatisfaction customers may have, with a caring approach.  Your goal will be to resolve issues promptly, so every customer feels heard, valued and satisfied.  We're looking for someone who can navigate these challenges with enthusiasm and efficiency, making every interaction a positive and memorable experience.

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. Because we're an Emergency Call Centre, we're open 365 days a year always on hand to support our customers.  During big events such as storms, our phone lines are buzzing. We need everyone to pitch in, making sure that faults are logged immediately, making sure customer service standards remain high, whatever the weather.

What You ll Bring

Bringing your unique self to this role, your passion for delivering brilliant service will shine through in every interaction.  Whatever service background you are from, your eagerness to be kind, coupled with your energy and enthusiasm, will make a significant impact.  We celebrate diversity and look for individuals eager to build relationships, be great team players and consistently bring a smile to both customers and colleagues alike.  Your positive attitude and commitment to excellence will help foster a supportive and vibrant work environment.

Working Patterns Available

Our Operational hours are 24 hours/365 day a year & we have a range of both full & part time hours which we will discuss with you at interview stage.

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 .