Customer Resolution Specialist — Clerical Team Member

Iberdrola; Birkenhead; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

36 days annual leave

Equity Plans

Healthcare benefit options

Life Assurance (4x salary)

Cycle to Work scheme

Job summary

SP Energy Networks, part of the Iberdrola Group, is recruiting a Clerical Team Member (Customer Resolution) in Prenton. You will own the customer journey from first contact to resolution, handling general enquiries and storm duties during peak periods, while using CRM tools to manage workload and contribute to service improvements.

The role sits in a busy customer service environment with opportunities to influence customer satisfaction scores and collaboration with district teams and partners.

Qualifications

• Manage the complete customer journey for General Enquiries, from the initial contact through to successful resolution.
• Take incoming calls for general enquiries, providing clear information and guidance with a professional telephone manner.
• During severe weather events and busy periods, step into a storm role to handle increased call volumes.
• Performance monitoring and reporting to track current performance and identify improvement opportunities.
• Use the CRM system to organise workload, balance reactive incidents with value-added tasks and remain flexible.

Responsibilities

• Oversee the customer journey for General Enquiries from start to finish.
• Coordinate with relevant teams to ensure timely resolution of inquiries.
• Make close-down calls to identify and address any dissatisfaction before finalising each enquiry.

Job description

SP Energy Networks, part of the Iberdrola Group, is recruiting a Clerical Team Member (Customer Resolution) in Prenton. You will own the customer journey from first contact to resolution, handling general enquiries and storm duties during peak periods, while using CRM tools to manage workload and contribute to service improvements.

The role sits in a busy customer service environment with opportunities to influence customer satisfaction scores and collaboration with district teams and partners.