Customer Service Administrator

5 days ago


Glasgow, United Kingdom Morson Talent Full time

Our client **Scottish Power Energy Networks** are looking for a **part time Customer Service Administrator** to join their complaints team based in **Glasgow**. This is an excellent opportunity for someone looking to gain useful experience within complaints handling, and working within the Energy industry.
**Role**: Customer Service Administrator - Complaints
**Hours**: 22.2hrs per week
**Pattern**: 08:30 - 16:45 Monday, Wednesday, and Friday
**Rate**: £11.22ph
**Duration**: 6 months
**Location**: Scottish Power Glasgow, St Vincent Street - hybrid working available
**Please note the applicant must have previous experience within a complaint handling role.**
**Job Purpose Statement**
To provide and efficient and effective Customer Contact service, responding to customer complaints, enquiries contacts within SP Energy Networks and Regulatory arrangements and to an excellent level of customer service.
**Duties will consist of**:

- Manage and respond to customer complaints/enquires relating to quality of supply issues in line with the agreed customer contact process
- Manage and respond to customer issues and concerns relating to neutral faults on the distribution network.
- Respond to incidents relating to fire calls, where Energy Networks are liable for damage, as required, to provide affected customers with required Customer Service
- Manage and respond to insurance enquiries
- As required, attend site to support and assist customers and field staff following lengthy loss of supply incidents, or other major incidents as directed by Team Leader (e.g. neutral faults)
- Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology

**The applicant will preferably have**:

- Experience within a complaint handling/control role
- Excellent call handling and customer service skills
- Computer literacy
- Developed influencing, persuasion, and negotiation skills
- Knowledge of Energy Networks policies, procedures and working practices.
- Knowledge of health, safety, and environmental legislation.
- Working knowledge of GS/Ofgem requirements
- Positive to do, flexible attitude

**The post holder will have a requirement to respond to a number of different challenges in this role**:

- Able to make balanced decisions
- Enthusiastic and flexible individual with drive to succeed and self-motivated
- Excellent communication skills with individuals at all levels
- Strong customer focus
- Ability to deliver objectives without compromising on safety, quality or customer service
- Good organisation and time management skills
- Working knowledge of company Health & Safety requirements and compliance



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