Customer Service Representative

Our client Scottish Power is currently recruiting for Customer Service Representatives based in Prenton, Birkenhead.

All roles will be maternity cover roles until February 2025.

Job Purpose Statement
Working as part of a team, dealing with multiple communication channels, to update customers. These will include but are not limited to phone calls/SMS/Email and other social media. These contacts will be relating to Faults & Emergencies, MPAS, General Enquiries and other Energy Networks distribution matters.
Completing associated and dis-associated paperwork and other associated tasks.

Accountability Statements:
• Handling all inbound contact from customers, (email, SMS, voice alerts, social media, IVR etc) no matter the channel, relating to Faults & Emergencies, MPAS, General Enquiries, MOP Line and other distribution/ transmission matters, to the required quality standard.
• Undertaking outbound contact management responsibilities with customers throughout their journey. This includes updating F&E messages, using various media channels (email, SMS, voice alerts, social media, IVR etc).
• Working with various SP Energy Networks staff to identify and support vulnerable customers and being aware of related process and procedures.
• Dealing with difficult customers/ complaints and ensuring customers are provided with a high standard of service. Logging complaints as appropriate in the IT system and closing within the required time lines, where appropriate
• Responding to customers calmly and efficiently during emergency situations.
• Follow Call Taker, Storm and Customer Service procedures and accurately updating all systems.

Skills, Knowledge & Experience
• Previous experience of working in a customer service environment
• Good telephone manner
• Good keyboard skills and experience of Windows based packages
• Excellent communication skills
• Customer complaint handling skills
• Ability to respond positively and provide support to customers that are annoyed and are in stressful emergency situations
• Knowledge of Call Taker/ Faults & Emergency procedures advantageous.
• Knowledge and understanding of the electricity distribution network advantageous.
• Flexible approach to working hours as part of the Emergency operations, this site is open 24/ 7/ 365

Shift patterns available are:

Vacancy 1 – 23 hours per week
Saturday 10am-8pm
Sunday 9am-5pm
Monday 1.30pm-8pm

Vacancy 2 – 23 hours per week
Friday 12pm – 8.30pm
Saturday 4pm-12am
Tuesday 4pm-12am

Vacancy 3 – 32 hours per week
Sunday 11.30am-9.30pm
Monday 4pm-11pm
Tuesday 4pm-12am
Wednesday 1pm-10pm