Customer Service Representative

Our client Scottish Power is currently recruiting for Customer Service Representatives based in Prenton, Birkenhead.

This will be a contract role initially until the end of the year but likely to be extended.

This will also be a full time office based role.

Job Purpose Statement
Working as part of a team, dealing with multiple communication channels, to update customers. These will include but are not limited to phone calls/SMS/Email and other social media. These contacts will be relating to Faults & Emergencies, MPAS, General Enquiries and other Energy Networks distribution matters.
Completing associated and dis-associated paperwork and other associated tasks.

Accountability Statements:
• Handling all inbound contact from customers, (email, SMS, voice alerts, social media, IVR etc) no matter the channel, relating to Faults & Emergencies, MPAS, General Enquiries, MOP Line and other distribution/ transmission matters, to the required quality standard.
• Undertaking 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).
• Working with various SP Energy Networks staff to identify and support vulnerable customers and being aware of related process and procedures.
• Dealing with difficult customers/ complaints and ensuring customers are provided with a high standard of service. Logging complaints as appropriate in the IT system and closing within the required time lines, where appropriate
• Responding to customers calmly and efficiently during emergency situations.
• Follow Call Taker, Storm and Customer Service procedures and accurately updating all systems.

Skills, Knowledge & Experience
• Previous experience of working in a customer service environment
• Good telephone manner
• Good keyboard skills and experience of Windows based packages
• Excellent communication skills
• Customer complaint handling skills
• Ability to respond positively and provide support to customers that are annoyed and are in stressful emergency situations
• Knowledge of Call Taker/ Faults & Emergency procedures advantageous.
• Knowledge and understanding of the electricity distribution network advantageous.
• Flexible approach to working hours as part of the Emergency operations, this site is open 24/ 7/ 365

Shift pattern is on an 8-week rotation and will be full time.

For more information please email Molly.Stephen@morson.com