Customer Service Agent (Distribution call centre)

Location: 3 Prenton Way, North Cheshire Trading Estate, Prenton, Wirral, CH43 3ET

Salary: £22,023 - £27,529

Working Hours: Full time hours, Part time hours may be considered working on site. (No remote working) Free car parking on site is available.

Please note this role will require flexability, working shift patterns working up to Midnight including weekends.

Hiring Manager: Jackie Hatton

Help us create a better future, quicker

Day to day you’ll be working as part of a team, supporting customers through multiple communication channels, updating customers and spend some of your day carrying out admin tasks.

What you’ll be doing

In this fast paced and challenging role, the customer contact volumes can change frequently, and though this role can be extremely busy, it can be very rewarding to be able to support our customers and work with various SP Energy Networks staff to identify and support vulnerable customers, being aware of related process and procedures.

You’ll undertake outbound contact management responsibilities with customers throughout their journey. This includes updating F&E messages, using various media channels (email, SMS, voice alerts, social media, IVR etc). Taking ownership and monitoring any outstanding call processes and call-backs, you’ll manage all responses in line with rapidly changing incoming call situations.

What you’ll bring

You’ll enjoy delivering excellent customer service, listening to customer needs, and resolving problems. Spending your day on the phone dealing with calls, or various communication methods and delivering and excellent level of customer satisfaction comes naturally to you.

With an excellent telephone manner, a confident IT user (Windows based packages), you can work on your own initiative to reach performance outcomes and meet customer needs.

We are looking for candidates who understand the importance of putting customers first, have excellent communication skills to support customers at sometimes challenging and difficult times, while being able to listen and interpretate customer requirements and meet expectations.

So, we can fully support or customers we are looking for flexibility with working hours as part of the Emergency operations, this site is open 24/ 7/ 365.

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 careers@scottishpower.com.

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:

Mobility Information

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.