22 Oct
Scottish Power
Glasgow
Job details
Here’s how the job details align with your profile.
Pay
- £24,720 a year
Job type
- Full-time
Location
320 St Vincent St, Glasgow
Benefits
Pulled from the full job description
- Annual leave
- Car scheme
- Company pension
- Cycle to work scheme
- Discounted gym membership
- Employee discount
- Private medical insurance
Full job description
Interventions Customer Service Representative
Location- ScottishPower HQ, Glasgow
Salary £24,720 per annum plus a range of benefits
Full time – 37 Hours
Permanent
Closing date- 5/11/2024
Help us create a better future, quicker
Role
Here at SP Energy Networks, we are working hard to provide a reliable and efficient network for our customers.
We are committed to delivering a first-class customer experience while we do it. That’s why our team proactively seek feedback from customers who have been off supply due to an unplanned power interruption. Our role is to engage with our customers, understand their experiences and resolve any issues before they become an issue. We want to ensure that our customers have a positive outcome, regardless of the circumstances.
What you'll be doing
As a member of the Customer Interventions Team, you will address situations where customers have had unsatisfactory experiences reported through feedback surveys. Your role involves using our database to analyse customer satisfaction scores and identify those needing intervention. By investigating each customer’s journey, you will gather relevant information and craft tailored responses. Ideally, you will engage directly with customers to discuss their situations and transform their experiences into positive outcomes. This role offers a variety of scenarios,
ensuring a dynamic and engaging work environment. Your efforts will be crucial in ensuring all customers have excellent interactions with us.
Exceptional listening skills are essential in this role. As a Customer Service Representative, you will handle diverse tasks requiring empathy and attention. You must provide support and reassurance, addressing any dissatisfaction with care. Your objective is to resolve issues promptly, ensuring every customer feels heard, valued, and satisfied. We seek someone who can navigate these challenges with enthusiasm and efficiency, making each interaction positive and memorable. This fast-paced environment presents unique and interesting challenges, requiring you to remain composed, focused, and decisive to meet our evolving customer needs.
What You'll Bring
The ideal candidate will have experience in a customer service environment, such as a contact centre or office setting. Previous experience handling complaints is advantageous. Strong influencing, persuasion, and negotiation skills are essential, along with excellent telephony abilities. The candidate must be capable of prioritizing and managing tasks effectively, especially during unexpected workload peaks. Effective communication with all key stakeholders is crucial. The ability to identify and address areas for improvement within their skillset is important. Enthusiasm and a willingness to learn are highly valued, as is the ability to work well within a team.
Working Patterns Available
Our Operational hours are from 8am to 8pm, shift patterns will be within this time.
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
[email protected]
.
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below
November-5-2024
▶️ Customer Service Representative
🖊️ Scottish Power
📍 Glasgow