Our client SP Energy Networks are currently recruiting for Customer Contact Team Member for our client Scottish Power based in Prenton, Birkenhead.
The role will be a contract role initially for 6-12 months but likely to be extended and the possibility of going permanent further down the line.
Working hours are 9am-5pm, Monday to Friday and hybrid opportunities would be available after 6 months.
Purpose
Working in the Complaints Team, our role is to engage with our customers, understand their experiences and resolve any issues as quickly as possible. We want to ensure that our customers have a positive outcome, regardless of the circumstances.
Responsibilities
• Manage and respond to customer complaints/enquires relating to quality of supply issues in line with the agreed customer contact process and with awareness of our targets set by Ofgem for complaints.
• Manage and respond to customer issues and concerns relating to the performance of the network
• Manage and respond to any high profile complaints as directed by the Team Leader.
• Manage and respond to insurance enquiries, including public liability issues, from insurers and commercial and domestic customers in line with agreed Insurance Processes.
• Manage and control the daily co-ordination of all Customer Contacts received within Customer Service.
• Processing of customer payments in relation to Guaranteed Standard (GS) failures, pro-active payments, insurance and customer service payments as necessary, ensuring all appropriate paperwork is completed in accordance with local processes.
• Provide support to our Distribution Call Centre on a daily basis and take DCC calls.
Skills and Requirements
• Developed influencing, persuasion and negotiation skills.
• Excellent telephony skills.
Minimum Criteria
• Experience working in a customer service environment such as a contact centre or office environment (or similar).
• Previous experience of dealing with complaints would be beneficial but not essential
• Experience of using MS Office software, particularly Excel