Contact Centre - Nights Team Advisor

ENWL; Preston; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave plus bank holiday

Private healthcare

Employee rewards portal with discounts

Market-leading contributory pension

Employee assistance programme and L&D

Job summary

Electricity North West is recruiting a Customer Advisor for night shifts in Preston. You will handle inbound calls from potentially vulnerable customers, providing support during power cut events and coordinating welfare assistance where needed.

You will also perform proactive outreach to the Extra Care Register, update customer details, and collaborate with other teams to resolve queries and complaints efficiently while maintaining accurate records.

Qualifications

• Proven customer service experience within a fast-paced contact centre.
• Experience dealing with complaints.
• Strong organisation and time management skills.
• Experience supporting customers with vulnerabilities preferred

Responsibilities

• Handle inbound calls from customers, including those who are vulnerable or have had a power cut, providing clear guidance and setting expectations.
• Carry out proactive outbound calls to update details and offer welfare support where needed.
• Investigate and resolve customer queries and complaints, coordinating with other teams for quickest outcomes.
• Maintain and cleanse customer data, ensuring records are up to date.

Skills

Customer service experience

Active listening

Empathy

Target-driven

Job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Customer Advisor - Nights

The shift pattern comprises of three 12 hour shifts over a 7 day period.

Do you have customer service experience? Are you looking for an exciting new opportunity in Preston? Electricity North West is looking for Customer Advisors in their new Contact Centre.

As a Customer Service Representative, you will be point of contact for our customers, providing a first-class customer experience and ensuring that any queries or issues that may arise are resolved within company and regulatory targets.

You will receive full training to become a multi-skilled agent, able to adapt across varying skillsets including online call blending, back office, general enquiries and complaint case working tasks

What you'll be doing:

• Receive inbound calls from customers who are potentially vulnerable and have had a power cut. They will need your understanding, support and guidance to help navigate them through this difficult time, by detailed questioning, active listening and managing their expectations as well as setting and agreeing timescales for actions to be performed.

• Carry out proactive outbound calls to our customers with vulnerabilities who are on our Extra Care Register to ensure their details are up to date, enabling Electricity North West to offer the best support possible in the event of a power cut. In the event of them being impacted by a fault or Planned Supply Interruption, you will be expected to empathise with their situations and work with the customer to offer appropriate welfare support and advice, signpost them to relevant partners or potential solutions
• Gain an understanding of customer issues through detailed questioning and active listening and then managing customer expectations as well as setting and agreeing timescales for actions to be performed
• Work with other areas within the business to resolve customer queries and complex customer complaints, using investigative skills to ensure quick and efficient resolution where possible to get to the best outcome for the customer experience
• Maintain data cleansing activities and updating of customer records as required.

Shifts within the Contact Centre consist of three 12 hour night shifts.

What you'll need:

To be successful in this role, you will need excellent communication, active listening, strong empathy skills and experience working towards targets. You will also require the following:

• Proven customer service experience within a fast paced within a contact centre environment;
• Experience dealing with complaints.
• Strong organisation and time management skills.
• Experience supporting customers with vulnerabilities preferred

What we offer:

As a vital member of our team and in return for your expertise, inclusive approach and commitment, in addition to salary, we are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

• An annual bonus scheme
• Twenty-five days annual leave plus bank holidays
• Private healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme and opportunity for professional development through our L&D function.

At Electricity North West, our people important to us and we’re passionate about creating a great place to work where we can all be ourselves, reach our full potential and build long lasting careers. We’re striving to increase diversity of thought and talent in our people and to recruit highly skilled workforce that’s representative of the communities we serve.

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, Disclosure and Barring Service (DBS) and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.