Customer Service Representative

JOB TITLE: Customer Service Representative (Part-Time)

LOCATION: Glasgow City Centre

SALARY/RATE AND BENEFITS: GBP10.57 per hour

SHIFTS:

Mon - RDO
Tues - RDO
Wed - RDO
Thur - 17:30pm - 00:00am
Fri - 14:15am - 22:30pm
Sat - RDO
Sun - 12:15pm - 20:00pm

Total - 21 Hours

YOU MUST HAVE THE FOLLOWING: Experience in a Customer Service Environment

YOU MUST ALSO HAVE: Excellent Communication skills

COMPANY INFORMATION: Scottish Power UK

Main Purpose of Job

Working as part of a team dealing with customer phone calls relating to Faults and Emergencies, MPAS enquiries and other distribution matters to provide the key point of customer contact for ScottishPower Energy Networks distribution customers. Completing associated and disassociated paperwork.

Accountabilities

Handling incoming calls from customers relating to faults and emergencies, MPAS and other distribution matters.
Undertaking call management responsibilities including, call routing, activating messages, monitoring any outstanding call processes and call-backs, management in response to rapidly changing incoming call situations.
? Dealing with difficult customers/complaints and ensuring customers are provided with a high standard of service.
? Making outbound calls to ScottishPower Energy Networks staff to obtain/provide information or transfer the customer if appropriate
? Being aware of safety issues and responding calmly and efficiently to communicate essential advice to customers
? Responding to customers calmly and efficiently during emergency situations.
? Following TroubleCall and Distribution Call Centre procedures and accurately updating all systems
? Completing a variety of infill work tasks whilst being available to respond to call answering. Handling calls from market participants or industry bodies relating to Meter Point Administration Data

Skills, Knowledge & Experience

? Previous experience of working in a customer service environment
? Good telephone manner
? Good keyboard skills and experience of Windows environment
? Excellent communication skills
? Ability to work on own initiative
? Ability to remain calm and customer focused under pressure
? Ability to respond positively to customers that are annoyed and are in stressful emergency situations
? Ability to support customer in emergency situations
? Knowledge of Troublecall/Faults & Emergency procedures advantageous
? Knowledge and understanding of the electricity distribution network advantageous
? Flexible approach to working hours as part of the Emergency operations

Complexity and Creativity

? Ability to follow operational procedures
? Problem solving and issue identification capacity
? Initiative to provide individual customer solutions
? Finding solutions for customers with referencing across ScottishPower Energy Networks regions, Customer Services within compliance and regulatory boundaries.
? Making decisions regarding the appropriate level of information which can be provided to the requesting party

Aptitudes and Abilities

o Ability to work remain calm under pressure
o Good team player
o Flexibility
o Ability to work on own initiative
o Proactive
o Accuracy
o Focused on the delivery of excellent customer service
o Ability to delight the customer
o Putting self in customers shoes
o Show a positive and confident manner
o Listening and interpreting customer requirements
o Ordering facts to make a fluent & well structured case
o Identifying the obvious or standard options and selecting the most appropriate
o Getting it right first time and not compromising on quality standards
o Responding positively and reliably to requests

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.