Customer Service Representative

Customer Service Representative

ScottishPower HQ, 320 St Vincent Street, Glasgow, G2 5AD

Starting salary £24,800 per annum

Help us create a better future, quicker.

To provide an efficient and effective service:

• For the accurate and timely processing of third-party damage report forms and to submit invoices as appropriate, to re-coup costs associated with damage on the HV and LV networks.
• For the processes associated with facilitating and co-ordination of all aspects of the repair of HV and LV faults within the Network Operations function.
• In dealing with queries and disputes from customers and providing assistance to the debt team in responding in a timely manner, whilst dealing with the query.
• In the billing of miscellaneous costs associated with the networks business.
• To provide support to the emergency contact centre as an overflow function.

What you will be doing

• To process the necessary invoice for re-chargeable work.
• To process in a timely manner all third-party damage forms submitted by field staff.
• To issue all letters of intent to persons who cause damage on our network.
• To raise the appropriate invoice to be billed to a third party.
• To check third-party damage sites, liaising with internal and contractor staff on site, seeking any information outstanding.
• Collection of technical and non-technical information from field staff to ensure the accurate and timely passage of information to various internal staff and other business units.
• To assist the field staff to accurately complete the required information, adding quality information to ensure that debt recovery is maximised.
• To liaise with the Debt Recovery Team as required to ensure compliance with the processes and maximum recovery of all outstanding debts.
• To provide administration support across Customer Service as required/directed.
• Providing support to the emergency contact centre as an overflow call handler and providing support as and when directed by the business.

What you will bring

• Knowledge of Energy Networks policies, procedures, and working practices.
• Working knowledge of health, safety, and environmental legislation.
• Developed customer service skills.
• Good interpersonal skills.
• Developed influencing skills.
• Excellent telephony skills.
• Excellent time management skills.
• Developed negotiation and communication skills.
• Knowledge of excavation and lay contract terms.
• SAP experience/knowledge.
• Flexible approach, responding quickly and flexibly, where required, initiating change, and supporting others.
• Ability to recognise unacceptable customer and business outcomes and therefore escalate responses to secure an appropriate resolution.
• Knowledge of relevant IT support systems and processes.
• Establish good working relationships with field staff and corporate staff.

What is 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 will double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it is 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 is why our benefits include:

• 36 days annual leave.
• Holiday Purchase – perfect your work/life balance with extra annual leave.
• Share Schemes.
• Payroll Giving and Charity Matched Funding.
• Technology Vouchers – save more and spread the cost of your technology purchases.
• Electric Vehicle Schemes – to help you transition to green/clean driving.
• Cycle to Work scheme and Public Transport Season Ticket Loans.
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan, and annual Health Assessments.
• Life Assurance (4x salary).
• Access to Savesmart financial wellbeing support.
• Plus, shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more.

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 is a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we are taking it very seriously. We are investing over £5.5 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.

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 related support. If you need support, please reach out to careers@scottishpower.com.

Mobility

Please note that any applicant who is not a resident 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.

IMPORTANT

Advert will close at 23:59 GMT the day before Job Posting End Date below.

March-7-2025