Team Member (Clerical)

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

Benefits offered by this job

36 days annual leave

Holiday Purchase - extra annual leave

Equity Plans

Payroll Giving and Charity Matched

Job summary

ScottishPower is seeking a Clerical Team Member (Customer Resolution) in Prenton to manage the full customer journey for General Enquiries. You will handle incoming calls, provide guidance, and work with district teams and partners to ensure high levels of customer satisfaction.

You will monitor performance, contribute to improvement plans, and use the CRM system to stay organised. A willingness to learn and adapt in a busy customer service environment is essential.

Qualifications

• Experience in handling General Enquiries across customer journeys.
• Excellent telephone manner and customer-focused approach.
• Ability to work with multiple teams and contractors to resolve enquiries.

Responsibilities

• Manage the complete customer journey for General Enquiries from first contact to resolution.
• Answer incoming calls, provide clear information and guidance to customers.
• Handle overflow/storm duties during severe weather events.
• Monitor performance and contribute to the improvement plan.
• Use CRM system to organise workload and balance priorities.

Skills

Customer service

Telephone manner

Teamwork

Computer literacy

Communication

Tools

CRM systems

Job description

Job Title

Clerical Team Member (Customer Resolution)

Location

Prenton, 3 Prenton Way, Merseyside, CH43 3ET

Salary

Starting salary £30,150 per annum

Closing date

4th November 2026

Help us create a better future, quicker

Join SP Energy Networks as a Team Member Customer Resolution, where you'll play a vital role in delivering exceptional service to customers across our network. This position sits at the heart of our Customer Service operation, where you'll manage General Enquiries from start to finish, ensuring every customer receives outstanding care. You'll work closely with District teams and contract partners to deliver seamless service, taking ownership of the customer journey and ensuring complete satisfaction with every interaction. This role directly influences our Broader Measure of Customer Service Scores, helping us maintain our position as a sector-leading Distribution Network Operator in the UK.

What You'll Be Doing

You'll manage the complete customer journey for General Enquiries, from the initial contact through to successful resolution. Your accountabilities include coordinating with relevant teams to ensure work is completed efficiently and conducting close-down calls to identify and address any areas of dissatisfaction before finalizing each enquiry.

You'll take incoming calls for general enquiries, providing clear information and guidance to customers while maintaining a professional and helpful telephone manner. During severe weather events and busy periods, you'll step into a storm role to handle increased call volumes.

Performance monitoring and reporting will be part of your daily activities, helping the team gain awareness of current performance levels and identify opportunities for improvement. You'll contribute to the improvement plan by spotting areas where service can be enhanced and working with your team to implement positive changes.

Throughout all activities, you'll use the CRM system to organize your workload effectively, balancing reactive incidents with value-added tasks while maintaining flexibility to shift priorities as needed.

What You'll Bring

You'll be a team player with a positive, flexible approach to work, ready to partner with colleagues across different teams and departments. Your excellent telephone manner and customer-focused mindset will help you build rapport quickly and resolve enquiries effectively.

Computer literacy is required, as you'll be working with CRM systems and various digital tools daily. You'll need the capability to organize your own workload, managing multiple priorities while reacting promptly to issues and taking appropriate action.

A willingness to learn and continuously improve is central to this role. You'll demonstrate the ability to identify service improvements and act on them quickly, contributing to our goal of delivering exceptional customer experiences.

Knowledge of Customer Satisfaction measurement frameworks, particularly the Broader Measure, would be beneficial. You'll be ready to take on additional accountabilities when needed, including overflow calls and storm duties during significant weather events.

Your proactive attitude and readiness to do what's necessary will help you thrive in this varied role, where every day brings new opportunities to make a positive difference to our customers.

What's In It For You

As well as an attractive 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%.

Benefits

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action -- our benefits are designed to help you do just that - so that you have everything you need to take care of your world -- today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Equity Plans
• 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 assistance
• 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 goal to be Net Zero by 2044. And we're taking it very seriously. We're investing >£5.5 billion into our transmission network, directly enabling the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a focus on investing 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. These values bring us into a stronger, more sustainable business with direct links to the communities we serve. It takes all types of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

We are dedicated to providing reasonable adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related assistance. If you need assistance, please reach out to [e-mail].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT

Advert will close at 23:59 GMT the day before Job Posting End Date below November-4-2026