Customer Service Administrator

Our client Scottish Power Energy Networks are currently recruiting for a Customer Service Administrator.

Description
As a Customer Service Administrator you will provide a customer notification service to all sections which will be affecting customers with planned shutdowns. This includes the raising of jobs in corporate systems, preparing lists of customers likely to be affected, notifying customers and utilities, managing changes to planned shutdown and liaising with customers over complaints.

ACCOUNTABILITIES

•Support sections that require access to the electricity network with an outage notification service.
•Assess requests for planned interruptions by understanding the scope of the request through reference to 11kV and LV feeding arrangements
•Authorise or refer requests for planned interruptions for engineering assessment where appropriate
•Provide excellent customer service through ensuring highest possible level of accuracy in identifying which customers will be affected by an outage
•Contribute to improving customer service by detecting inaccuracies in customer records and addressing those via data management.
•Involve the team in finding solutions to the areas where performance is not on target.
•Focus on continuous improvement through quality processes, capturing feedback and issues from audits, etc. and influence the addressing any non-conformances on an urgent basis.

SKILLS, KNOWLEDGE AND EXPERIENCE
•Capable of interpreting 11kv and LV network diagrams to assess outage requests and establish customer impact
•Able to assess conflicting data to form accurate judgements
•An ability to work under pressure and to tight timescales is essential
•Skilled with main Microsoft Office products and an aptitude for learning bespoke systems