Customer Service Representative

Description du poste:

Customer Service Representative
Scottish Power HQ, Glasgow
Salary: from £27,498 per annum plus attractive benefits package
Grade EN2
Full Time / Permanent

Purpose

If you are enthusiastic about delivering a high-quality customer experience and want to make a genuine difference, this is your opportunity. As a Customer Service Representative, you will play a vital role in supporting customers across our network, particularly those who may be vulnerable or need additional support.

This is a fast-paced, people-focused role where no two days are the same. You will be a key point of contact for our customers, handling both inbound and outbound interactions and collaborating closely with internal teams, external partners, and third-sector organisations to ensure customers receive clear communication, reassurance, and the right support at the right time.

What you'll be doing

You will be a key point of contact for customers and internal teams, with a strong focus on supporting customers in vulnerable circumstances. Key responsibilities include:

* Handling a high volume of inbound and outbound contact, providing empathetic, clear, and professional support, particularly for customers who may be distressed or require additional assistance.
* Identifying vulnerability and ensuring customers are aware of, and supported to access, the Priority Services Register (PSR) and other appropriate support options.
* Managing customer queries via phone, email, and CRM systems (Salesforce).
* Providing clear information, reassurance, and follow-up to keep customers informed, supported, and at ease throughout their journey.
* Ensuring all customer data, records, and reports are maintained accurately.
* Collaborating closely with internal teams to coordinate support.
* Responding flexibly during exceptional circumstances (such as adverse weather events.

Skills and Requirements

Essential
* Strong verbal and written communication skills, with proven telephone experience.
* Previous experience in a customer service role (call centre experience desirable).
* Confident using Microsoft Office, particularly Excel and Word.
* Ability to organise your workload, manage time effectively, and work accurately.
* A proactive, positive attitude and a commitment to being a supportive team player.
* Flexibility to work additional hours during emergency events.

Desirable
* Awareness of the Priority Services Register (PSR) and wider social obligations in supporting vulnerable customers.
* Understanding of electricity network customer journeys, with the ability to adapt communication to individual needs.
* Experience using Salesforce or similar CRM systems.

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 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 Incentive Plan and Sharesave Scheme
* Payroll giving and charity matched funding.
* Technology Vouchers - save more and spread the cost of your technology purposes.
* Count us in - pledge to reduce carbon emissions and help fight climate change.
* Electric Vehicle Schemes - to help you transition to green/clean driving.
* Cycle to Work scheme and public transport season ticket loans.
* Options to purchase dental insurance, private medical insurance, health cash plan, and annual health assessments.
* Life Assurance (4x salary)
* Access to 'nudge' 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 Northwest 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 £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, SP Energy Networks 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 will 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.

Mobility
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.

IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date belowMay-21-2026