Customer Service Representative

Posted 11 January by Rullion Ltd Ending soon

JOB TITLE: Customer Service Representative (Various Shifts)
LOCATION: Glasgow City Centre
SALARY/RATE AND BENEFITS: £10.57 per hour
YOU MUST HAVE THE FOLLOWING: Customer Service Experience
IDEALLY YOU ALSO HAVE: Excellent Communications Skills.
COMPANY INFORMATION: Scottish Power UK PLC (Available Shifts are listed below)

Main Purpose of Job

Working as part of a team dealing with customer phone calls relating to Faults and Emergencies, MPAS enquiries and other distribution matters to provide the key point of customer contact for ScottishPower Energy Networks distribution customers. Completing associated and disassociated paperwork.

Accountabilities

*Handling incoming calls from customers relating to faults and emergencies, MPAS and other distribution matters.

*Undertaking call management responsibilities including, call routing, activating messages, monitoring any outstanding call processes and call-backs, management in response to rapidly changing incoming call situations.

*Dealing with difficult customers/complaints and ensuring customers are provided with a high standard of service.

*Making outbound calls to ScottishPower Energy Networks staff to obtain/provide information or transfer the customer if appropriate

*Being aware of safety issues and responding calmly and efficiently to communicate essential advice to customers

*Responding to customers calmly and efficiently during emergency situations.

*Following TroubleCall and Distribution Call Centre procedures and accurately updating all systems

*Completing a variety of infill work tasks whilst being available to respond to call answering. Handling calls from market participants or industry bodies relating to Meter Point Administration Data

Skills, Knowledge & Experience

*Previous experience of working in a customer service environment
*Good telephone manner
*Good keyboard skills and experience of Windows environment
*Excellent communication skills
*Ability to work on own initiative
*Ability to remain calm and customer focused under pressure
*Ability to respond positively to customers that are annoyed and are in stressful emergency situations
*Ability to support customer in emergency situations
*Knowledge of Troublecall/Faults & Emergency procedures advantageous
*Knowledge and understanding of the electricity distribution network advantageous
*Flexible approach to working hours as part of the Emergency operations

Complexity and Creativity

*Ability to follow operational procedures
*Problem solving and issue identification capacity
*Initiative to provide individual customer solutions
*Finding solutions for customers with referencing across ScottishPower Energy Networks regions, Customer Services within compliance and regulatory boundaries.
*Making decisions regarding the appropriate level of information which can be provided to the requesting party

Judgement and Decisions

*Ability to obtain the relevant information from customers to then decide on the appropriate course of action required to resolve a query.
*Decision making during Emergency situations, particularly regarding escalation of calls
*Judging the severity and accuracy of customer information in deciding the course of action in potential critical situations

Minimum Criteria

*Excellent communication and interpersonal skills
*Customer service experience
*Customer complaint handling skills

Vacancy 3

Monday - 09:00-19:00

Thursday 14:30 - 00:00

Saturday 06:00-16:00

Sunday 06:00-15:30

Total 37 hours = 1 FTE

Vacancy 6

Sat 1430 - 0000

Sun 1430 - 0000

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is acting as an Employment Business in relation to this vacancy.



Rullion is acting as an Employment Business in relation to this vacancy.

Required skills

  • Customer Service

Reference: 34200510

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