Customer Service Representative

7 days ago


Prenton, Wirral, United Kingdom Morson Talent Full time
Job Title: Customer Service Representative

We are seeking a highly skilled Customer Service Representative to join our team at Scottish Power. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our customers.

Job Purpose:

As a Customer Service Representative, you will be working as part of a team to update customers through various communication channels, including phone calls, SMS, email, and social media. You will be responsible for handling customer inquiries and resolving issues related to faults and emergencies, MPAS, general enquiries, and other energy network distribution matters.

Key Responsibilities:
  • Handle all inbound customer contact, including email, SMS, voice alerts, social media, and IVR, to the required quality standard.
  • Undertake outbound contact management responsibilities with customers throughout their journey, including updating F&E messages and using various media channels.
  • Work with various SP Energy Networks staff to identify and support vulnerable customers and be aware of related processes and procedures.
  • Deal with difficult customers/complaints and ensure customers are provided with a high standard of service, logging complaints as appropriate in the IT system and closing within the required time lines.
  • Respond to customers calmly and efficiently during emergency situations.
  • Follow Call Taker, Storm, and Customer Service procedures and accurately update all systems.
Requirements:
  • 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 in stressful emergency situations.
  • Knowledge of Call Taker/Faults & Emergency procedures advantageous.
  • Knowledge and understanding of the electricity distribution network advantageous.

We offer a flexible approach to working hours as part of the Emergency Operations team, with a shift pattern on an 8-week rotation and full-time hours. If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.



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