Scheduler

ENWL; Preston; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual bonus scheme

25 days annual leave

Pension scheme

Employee assistance programme

Development opportunities

Rewards portal

Job summary

SP Electricity North West is seeking a Scheduler to be the first point of contact for customers via phone, email, and letters. You will manage inbound and outbound calls, dispatch engineering teams, and coordinate scheduling to ensure customer satisfaction and productivity.

The role emphasises strong written and verbal communication, MS Office proficiency, and an ability to work autonomously within a team-focused environment.

Qualifications

• Proven experience working in a customer service environment.
• Proficiency in MS Office.
• Excellent written and verbal communication skills.
• Ability to work using your own initiative.

Responsibilities

• Dispatch engineering teams to deliver essential, free electricity upgrades directly to customer homes.
• Drive excellent customer service for internal and external customers.
• Maintain productivity and efficiency across scheduling activities.
• Dispatch all incoming Category A work within the stated 3-hour SLA, prioritising customer safety.
• Keep regular communication with field engineers to optimise calendar slots and geography.

Skills

Customer service experience

Communication skills

Initiative

Tools

MS Office

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: SCHEDULER

As a scheduler, you will be the first point of contact for our customers across phone, email, and letters. By managing both inbound and outbound calls, you will dispatch engineering teams to deliver essential, free electricity upgrades directly to customer homes

What you'll be doing:

Working as part of a busy, engaged team, you will work and think “logistics” when scheduling customer appointments, making the best use of our engineer’s time to ultimately ensure customer satisfaction and overall productivity.

• To drive excellent customer service for our internal and external customers.
• Maintain your own productivity and efficiency across all scheduling activities.
• Ensure you dispatch all incoming Category A work within the stated 3-hour SLA, prioritising customer safety.
• Be a champion for vulnerable customers, ensuring you identify and arrange for any specific needs of the customer regarding their appointment.
• Hit daily number of contact attempts and appointments to maximise productivity, utilising a range of communication methods including telephone, email and letters
• Proactively work to avoid customer complaints, ensuring you elevate customer requirements or issues quickly.
• Keep in regular communication with field engineers to ensure all available calendar slots are fully utilised, factoring geography and authorisation

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

Working Hours:

Our standard working pattern is structured to provide a balanced schedule across the week:

• Two days per week: 8:00 AM – 4:30 PM
• Two days per week: 9:30 AM – 6:00 PM
• Fridays: Always 8:00 AM – 4:30 PM

Additionally:

One in every four Saturdays: 8:00 AM – 12:00 PM
(This Saturday shift is paid at time and a half)

What we’re looking for

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

• Proven experience working in a customer service environment;
• Proficiency in the use of MS Office;
• Excellent written and verbal communication skills;
• Ability to work using your own initiative.

What we’re offering

• An annual bonus scheme
• 25 days annual leave
• 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 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.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable