Team Member (Clerical)

SP DISTRIBUTION PLC; Prenton; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

36 days annual leave

Pension scheme with 10% company match

Healthcare options

Cycle to Work scheme

Public Transport Season Ticket Loans

Discounts on shopping, leisure and gym

Job summary

SP Energy Networks is recruiting for a Clerical Team Member in Prenton to manage General Enquiries from first contact to final resolution. You will coordinate with district teams, contact partners, and use CRM software to maintain workloads and ensure customer satisfaction.

The role includes handling calls, providing clear guidance, and stepping into storm duties during peak weather events, with a focus on continuous service improvement and performance monitoring.

Qualifications

• Experience in handling general enquiries and delivering excellent customer service.
• Strong telephone manner and ability to guide customers clearly.
• Ability to use CRM systems and digital tools to manage workload.

Responsibilities

• Manage the complete customer journey for General Enquiries from first contact to resolution.
• Coordinate with relevant teams to ensure timely completion of requests.
• Handle incoming calls and provide information with a professional manner.
• Support during severe weather events by taking overflow calls (storm duties).
• Monitor performance and contribute to improvement plans.

Skills

Customer service

Telephone skills

CRM systems

Problem solving

Tools

CRM software

Job description

Job Title - Clerical Team Member (Customer Resolution)Location - Prenton, 3 Prenton Way, Merseyside, CH43 3ETSalary: Starting salary £30,150 per annumClosing date - 4th November 2026Help us create a better future, quickerJoin 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 doingYou'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 bringYou'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 youAs 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%.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 leaveHoliday Purchase - perfect your work/life balance with extra annual leaveEquity PlansPayroll Giving and Charity Matched FundingTechnology Vouchers - save more and spread the cost of your technology purchasesElectric Vehicle Schemes - to help you transition to green/clean drivingCycle to Work scheme and Public Transport Season Ticket LoansHealthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health AssessmentsLife Assurance (4x salary)Access to Savesmart financial wellbeing assistancePlus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and moreWhy SP Energy NetworksSP 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] .MobilityPlease 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.I MPORTANTAdvert will close at 23:59 GMT the day before Job Posting End Date belowNovember-4-2026