Customer Service Representative

2 weeks ago


Glasgow, United Kingdom Morson Talent Full time

Our clients **SPEN** are looking for a **Customer Service Representative** to join their Faults & Emergencies team based in Glasgow City Centre.
**Role**: Customer Service Representative
**Company**: Scottish Power Energy Networks
**Rate**: £11.45ph + 36 days holidays
**Location**: Scottish Power HQ, 320 St Vincent St, Glasgow G2 5AD
**Duration**: 6 months ongoing contract with prospect of permenancy or extension
**Hours**: 37 hours per week
**Shift Pattern**
Tuesday: 2pm - 12am 9.5hrs
Wednesday: 1pm - 10pm 8.5hrs
Friday: 12pm - 10pm 9.5hrs
Saturday: 2pm - 12am 9.5hrs
37 hours

**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 f 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
- Providing messaging details to customers on restoration to ensure they are fully aware of the reason for the power cut

**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



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