Customer Service Representative

Help us create a better future, quicker

At SP Energy Networks we work hard to operate and maintain a reliable network for our customers, communities and stakeholders. Working in Recoveries, we’re responsible for the day-to-day recovery activities in relation to invoice processes for other areas of SP Energy Networks. We play a vital role within SP Energy Networks to recover monies owed for damages and services provided by the business.

What you’ll be doing

Working withing the Recoveries Team, you’ll be responsible for issuing invoices to any parties that owe SP Energy Networks money. From estates to street works to connections and more, it’s your role to contact the customer to support them through the payments process and discuss payment terms with them. You might be involved in discussions around barriers to payment, or you could be referring disputes back to the relevant business area. You’ll support debt collections for a range of functions giving you exposure to a range of different scenarios, making this a varied and interesting role. The nature of the role means you might encounter customer disputes and, while it’s not your responsibility to resolve these, you’ll need to be comfortable having difficult conversations while remaining calm and professional.

Our Team also plays a vital role supporting the emergency contact centre which receives inbound calls about network faults. When the call centre is busy, particularly during big events such as storms, we receive overflow calls to ensure that our customers can report network issues as soon as possible. While call volumes to the team vary, you will be a key member of the team supporting this activity, so you’ll need to be comfortable speaking to customers on the telephone too. Of course, full training will be provided for this.

Working Monday to Friday, you’ll be based in our Glasgow office. Once you’re fully competent in the role, usually after around 6 months, you’ll have the opportunity of hybrid working which would allow home working 2 days a week, or more with agreement from your Line Manager.

Whether you’re looking for job security in a role with good working hours, or you’ve got longer-term ambitions to progress your career, this is an interesting role to kick start your career at SP Energy Networks. If you’re keen to progress, we offer excellent learning and development opportunities for people with ambition and drive.

What you’ll bring

As this is a customer centric role, you’ll need previous experience of working in a customer service environment. You’ll have regular interactions with a variety of people and organisations so experience within a call centre or office environment would be beneficial. You’ll have previous involvement of working in debt recovery so you’ll be confident managing difficult conversations with empathy and professionalism. Your responsibilities include making calls and sending emails, therefore you’ll need excellent communication and administration skills. We’ll provide training on our IT software so you only need basic IT skills, however, if you have previous experience of using SAP that would be beneficial.

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:

· 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

Job Types: Full-time, Permanent

Salary: £22,023.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free or subsidised travel
• Gym membership
• Life insurance
• Private dental insurance
• Private medical insurance
• Profit sharing
• Referral programme
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Glasgow