Team Member (m/w/d)

Job Description

As Clerical Team Member, you’ll be responsible for delivering exceptional customer service to customers who contact us for a General Enquiry. You’ll ensure that customers are managed well through our General Enquiries process end to end liaising with key District staff and Contract partners to deliver exceptional service. In addition to this, you’ll be responsible for Delivering the close down where relevant to ensure customers are fully satisfied with the work we have completed.

What you’ll be doing

• Responsible for management of customers from the initial contact to passing on to the relevant team to complete the work required.
• Responsible for close down calls (where relevant) to flush out any areas of dissatisfaction before closing off any enquiry that the individual personally manages.
• Responsible for reporting to ensure we understand how we are performing and where our areas of improvement are.
• Responsibility for identifying areas of improvement for the improvement plan
• Responsible for delivery of the action improvements alongside your team and with the direction of your team manager.
• Responsible for call taking for general enquiries calls
• Expected to take on a storm role (call taking) for severe weather events and busy periods

What you’ll bring

• Flexible approach
• Positive can-do attitude
• Good telephone manner
• Clerical/administrative experience
• Ability to learn and continuously improve
• Knowledge of Customer Satisfaction Broader Measure
• Ability to identify improvements and act on them quickly

Minimum Criteria

• Good telephone manner
• Clerical/administrative experience
• Computer literate

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 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’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 >£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.

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 [email protected].

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.