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Our clients SPEN are looking for **2 x Customer Service Representatives** to join their Faults & Emergencies team based in **Prenton, Birkenhead.**
**Role**: Customer Service Representative
**Company**: Scottish Power Energy Networks
**Rate**: £11.45ph + holidays
**Location**: Scottish Power, North Cheshire Trading Estate, Prenton Way, Birkenhead, Prenton CH43 3ET
**Duration**: 6 months rolling contract with prospect of permenancy or extension
**Shifts**: See below - 2 patterns available

**Shift Pattern 1**

MON4pm - 11pm 06:30
TUE4pm - 12am 07:30
WED1pm - 10pm 08:30
SUN11:30am - 9:30pm 09:30
Total: 32:00

**Shift Pattern 2**

FRI2pm - 12am 09:30
SAT3pm - 12am 08:30
SUN3pm - 12am 08:30
Total: 26.30
You are part of an emergency centre contact team dealing with inbound and outbound customer phone calls relating to Faults and Emergencies, MPAS, enquiries and other distribution matters to provide the key point of customer contact for SP Energy Networks distributioncustomers. Completing associated and disassociated paperwork. This job is office based 24/7

**Accountability Statements**
- Handling incoming calls from customers relating to faults and emergencies, MPAS and other distribution matters.
- Handling emergency calls when there is a dangerous issue that could result in injury to customers/colleagues/members of the public.
- Ability to comply with GDPR guidelines to ensure customer data is protected
- Proactively contacting vulnerable off supply customers via an outbound call or message when confirmed off supply
- Supporting vulnerable customer requests particularly when off supply by completing the relevant work item and escalated when appropriate
- Updating customer contact records with personal and sensitive data
- Utilising the messaging system, STORM, to send voice alerts and SMS messaging to customers providing regular updates during no supply situations

**Skills, Knowledge & Experience**
- Previous experience of working in a customer service environment
- Good telephone manner
- Good keyboard skills and experience of Microsoft packagers
- Excellent communication skills
- Ability to work on own initiative
- Ability to remain calm and customer focused under pressure
- Flexible approach to working hours as part of the Emergency operations