Part-Time Customer Advisor

ENWL; Preston; On-site; GBP 12,000 - 17,000; Part time

Benefits offered by this job

Annual bonus

25 days holidays

Private healthcare

Rewards portal

Pension scheme

Employee assistance programme

Professional development

Job summary

Electricity North West in Preston is seeking a Part-Time Customer Advisor to deliver first-class customer service in a busy contact centre. You will handle inquiries, guide customers through outages and account details, and support vulnerable customers with empathy and clear communication.

The role offers full training, shifts including evenings and weekends, and opportunities to develop professional skills while contributing to service targets.

Qualifications

• Proven customer service experience within a fast-paced contact centre environment.
• 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 and affected by power cuts, providing clear guidance and setting expectations.
• Carry out proactive outbound calls to customers on the Extra Care Register to check details and offer welfare support or signpost to partners.
• Investigate issues through questioning and collaboration with internal teams to resolve queries and complaints efficiently.
• Maintain up-to-date customer records and perform data cleansing as required.

Skills

Customer service

Communication

Empathy

Time management

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: Part-Time Customer Advisor

Shifts within the Contact Centre will comprise of two four hour evening shifts and one weekend shift of eight hours.

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.

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

Reward & Benefits:

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.

Diversity & Inclusion 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. For us, embracing our differences is what makes us stronger.