JOB TITLE: Customer Service Representative
SALARY/RATE AND BENEFITS: £10.57 per hour
YOU MUST HAVE THE FOLLOWING: Customer Service Experience
IDEALLY YOU ALSO HAVE: An excellent telephone manner with problem solving abilities
COMPANY INFORMATION: Scottish Power UK
Shift Pattern -
Monday - (Apply online only)
Tuesday - RDO
Wednesday - RDO
Thursday - RDO
Friday - (Apply online only)
Saturday - (Apply online only)
Sunday - (Apply online only)
Total - 37:00:00
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.
? 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
? Flexible approach to working hours as part of the Emergency operations
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
o Problem solving skills
o Decision making and judgement skills
o Negotiation skills
o Good telephone manner (professional, polite, helpful, adaptable, able to rapidly establish rapport with the customer)
Aptitudes and Abilities
o Ability to work remain calm under pressure
o Good team player
o Ability to work on own initiative
o Focused on the delivery of excellent customer service
o Ability to delight the customer
o Putting self in customers shoes
o Show a positive and confident manner
o Listening and interpreting customer requirements
o Ordering facts to make a fluent & well structured case
o Identifying the obvious or standard options and selecting the most appropriate
o Getting it right first time and not compromising on quality standards
o Responding positively and reliably to requests
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 a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants