Customer Advisor

ENWL; Preston; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual bonus

25 days annual leave

Private Healthcare

Employee rewards portal

Pension scheme

Employee assistance programme

L&D development opportunities

Job summary

SP Electricity North West is recruiting a Customer Advisor for its Preston contact centre. You will handle inbound and outbound calls, assisting customers including those in vulnerable situations, with empathy and clear guidance to resolve issues in line with targets.

You will receive thorough training to become a multi-skilled agent across online calls, back-office tasks and general enquiries, ensuring a high standard of service and welfare support.

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

• Receive inbound calls from customers, including those who are vulnerable or have had a power cut, and provide guidance to resolve queries within targets.
• Carry out proactive outbound calls to vulnerable customers on our Extra Care Register to update details and offer welfare support.
• Understand issues through detailed questioning and active listening, then manage expectations and action timescales.
• Collaborate with other areas to resolve complex queries and complaints, ensuring quick and effective outcomes.
• Maintain data cleansing and updates to customer records as required.

Skills

Customer service

Active listening

Empathy

Communication

Time management

Complaint handling

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

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

As a Customer Advisor, you can expect to:

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.

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

What we’re looking for

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

We welcome applications from individuals with diverse backgrounds and experiences who meet the following criteria:

What we’re offering

We value your expertise. In return, you’ll receive:

• An annual bonus scheme
• 25 days annual leave increasing with length of service
• Private Healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function.

Our Commitment to Inclusion

We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.

If you need any adjustments or support during the application process, please contact our Recruitment Team at [e-mail] or call 0845 366 0092 (option 2).

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

We reserve the right to close this vacancy early.