Customer Service Representative

iberdrola; Glasgow; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

36 days annual leave

Holiday Purchase

Share Schemes

Payroll Giving

Charity Matched Funding

Technology Vouchers

Electric Vehicle Scheme

Cycle to Work

Health Insurance

Life Assurance

Savesmart

Employee Discounts

Job summary

SP Energy Networks in Glasgow is seeking a Customer Service Representative to support the electricity network. You will process invoices for re-chargeable work, manage third-party damage forms, and assist with debt recovery while providing high-quality customer service.

Hybrid working after training, starting salary £30,150 per annum, and duties include handling billing, fault coordination support, and emergency contact centre assistance during peak demand.

Qualifications

• Developed customer service skills
• Knowledge of Energy Networks policies and procedures
• Knowledge of health, safety and environmental legislation

Responsibilities

• Process the invoices for rechargeable work and third-party damage forms
• Issue letters of intent to third parties causing damage
• Raise invoices billed to third parties
• Check third party damage sites and liaise with staff and contractors
• Collect information from field staff to ensure accurate data for debt recovery
• Support field staff to complete required information and maximize debt recovery
• Liaise with Debt Recovery Team to ensure compliance and maximum recovery
• Provide admin support across Customer Service as required
• Oversee overflow calls for emergency contact centre as directed

Skills

Customer service

Interpersonal skills

Influencing skills

Telephony

Time management

Negotiation

Contract terms knowledge

IT knowledge

Education

SAP

Tools

SAP

Job description

Customer Service Representative

Glasgow, 320 St Vincent Street, Glasgow, G2 5AD

Starting salary: £30,150 per annum

Hybrid working after successful training period

Closing Date : 9th September 2026

Help us create a better future, quicker

Provide administrative and customer support to help maintain the electricity network by processing third-party damage claims, coordinating fault repair activities, managing billing and cost recovery processes, resolving customer queries, and supporting the emergency contact centre during periods of high demand.

What you'll be doing

• To process the necessary invoice for re-chargeable work.
• To process in a timely manner all third party damage forms submitted by field staff.
• To issue all letters of intent to persons who cause damage on our network.
• To raise the appropriate invoice to be billed to a third party.
• To check third party damage sites, liaising with internal and contractor staff on site, seeking any information outstanding.
• Collection of technical and non-technical information from field staff to ensure the accurate and timely passage of information to various internal staff and other business units.
• To assist the field staff to accurately complete the required information, adding quality information to ensure that debt recovery is maximised
• To liaise with the Debt Recovery Team as required to ensure compliance with the processes and maximum recovery of all outstanding debts
• To provide administration support across Customer Service as required/directed
• Adhoc requests as per the Team Leader
• Providing support to the emergency contact centre as an overflow call handler and providing support as and when directed by the business

What you'll bring

• Knowledge of Energy Networks policies, procedures and working practices.
• Working knowledge of health, safety and environmental legislation.
• Developed customer service skills
• Good interpersonal skills
• Developed influencing skills
• Excellent telephony skills
• Excellent time management skills.
• Developed negotiation and communication skills.
• Knowledge of excavation and lay contract terms.
• SAP experience/knowledge
• Flexible approach, responding quickly and flexibly, where required, initiating change and supporting others.
• Ability to recognise unacceptable customer and business outcomes and therefore escape responses to secure an appropriate resolution.
• Knowledge of relevant IT support systems and processes.
• Establish good working relationships with field staff and corporate staff.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2045. And we're taking it very seriously. We're investing >£10 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large