Customer Contact Team Member

Morson Human Resources Limited; Prenton; On-site; GBP 21,000 - 28,000; Full time

Job summary

Scottish Power is seeking a proactive and customer-focused Contact Team Member to join the team at Prenton. You will support customers with enquiries, complaints, and network-related issues, acting as a key point of contact to ensure concerns are resolved while delivering exceptional service.

The role involves handling diverse customer interactions, investigating complex cases, and coordinating with internal teams to drive operational excellence.

Qualifications

• Previous experience in customer service and complaint handling.
• Strong written and verbal communication skills.
• Excellent IT and system skills.
• Strong organisational and time management abilities.
• Ability to work effectively under pressure with a varied workload.

Responsibilities

• Managing customer enquiries and complaints relating to network performance and quality of supply.
• Investigating and resolving customer issues in line with company processes and regulatory standards.
• Handling high-profile and complex customer cases, escalating where required.
• Managing insurance and public liability enquiries from domestic and commercial customers, insurers, and stakeholders.
• Coordinating daily customer contacts and ensuring all queries are tracked and resolved effectively.
• Building strong relationships with internal teams and external customers to support operational excellence.
• Providing support to the Distribution Call Centre, including handling inbound calls when required.
• Supporting continuous improvement initiatives, new technologies, and process enhancements.

Skills

Customer service

Communication skills

IT skills

Time management

Working under pressure

Tools

CRM software

Job description

Role: Contact Team Member
Client: Scottish Power
Location: Prenton (Monday - Friday 9am - 5pm during training, then moving to 12pm - 8pm)
Duration: 12-months initial contract
Rate: Inside IR35, PAYE or UMB options available

Were looking for a proactive and customer-focused individual to join the team, supporting customers with enquiries, complaints, and network-related issues. This is a varied role where youll act as a key point of contact, ensuring customer concerns are resolved efficiently while delivering an excellent customer experience.

What youll be doing:

• - Managing customer enquiries and complaints relating to network performance and quality of supply.
• - Investigating and resolving customer issues in line with company processes and regulatory standards.
• - Handling high-profile and complex customer cases, escalating where required.
• - Managing insurance and public liability enquiries from domestic and commercial customers, insurers, and stakeholders.
• - Coordinating daily customer contacts and ensuring all queries are tracked and resolved effectively.
• - Building strong relationships with both internal teams and external customers to support operational excellence.
• - Providing support to the Distribution Call Centre, including handling inbound calls when required.
• - Supporting continuous improvement initiatives, new technologies, and process enhancements.

What were looking for:

• - Previous experience in customer service and complaint handling.
• - Strong communication skills, both written and verbal.
• - Excellent IT and system skills.
• - Strong organisational and time management abilities.
• - Ability to work effectively under pressure and manage a varied workload.
• - A proactive approach with a focus on delivering outstanding customer service.

Why apply?

This is a great opportunity to join a supportive team where youll play a vital role in delivering excellent customer outcomes, driving service improvements, and helping maintain strong relationships with customers and stakeholders.

Experience in utilities, insurance, contact centres, customer care, or complaint resolution environments would be advantageous.