04 July 2009

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Our peoples' roles

The image of ScottishPower is of the "energy people"; specialists in the field of providing a quality service to our customers and experts in the field of gas and electricity. We know our products inside and out and we're responsible for communicating our competitive pricing messages to our customers.

We'll train you in product and service knowledge and help in developing your own customer service skills. We'll also show you how to follow all the documented quality procedures and policies we have in place.

Overview

Dataserve UK is the commercial arm of Operations, selling metering and related services to all suppliers in the ScottishPower and Manweb areas. Some facts about Dataserve UK Every year Dataserve UK typically carries out:

  • 1.5 million customer registration/terminations
  • 12 million meter reading site visits
  • 300,000 meter change visits
  • 300,000 debt advisory visits
  • 36,000 revenue protection visits

Meter Fixing

To provide a highly efficient and economic operation for the procurement, refurbishment and reissue of metering assets across Scotland.

Revenue Management Services

Covers both Debt Advisory and Revenue Protection activities. The debt advisory function carries out over 250,000 visits per annum conducting a variety of activities aimed at reducing Scottish Power's debt exposure. These visits are carried out to both domestic and commercial customers and range from prepayment card monitoring visits all the way through to actioning warrants of entry. The unit has both a field force carrying out site visits and a clerical team to deal with the administration and billing of customers.

Operations - Electrical Meter Fixer

Salary range £15,426 - £23,140 plus benefits package
Locations: Home Based
Full time hours available 37 hours per week on a 6 week rota basis.

The post holder will be expected to carry out installation and changing of customers electricity meter and associate equipment. This work will be performed on single phase and three phase electric supplies on customers premises.

  • You will be expected to achieve performance targets as determined by line supervisor to deliver Business objectives.
  • Work in a safe manner, following the Company's procedures and Health and Safety Policy to minimise accidents/incidents.
  • Comply with the Company's Disciplinary Rules and Code of Conduct.
  • Meet requirements of Regulatory Guaranteed standards to ensure delivery of the required Customer Service.
  • To take responsibility for Personal Development and undertake business critical training necessary to carry out the role at a competent level.
  • The work will be recorded accurately with all relevant information onto a Data Capture Device and communicating electronically with the reporting centre on a daily basis.

We expect you to have the ability to work unsupervised within a high pressure environment. Full driving licence required. Eyesight must be of a level to pass an eyesight test in accordance with the DVLA Standards for vocational driving.

Customer Service Representatives

Salary £15,426 plus benefits package
Locations: Cathcart, East Kilbride, Warrington and Rhos

Full and Part time hours available

This role involves handling incoming, outbound and internal departmental calls and advising on all aspects of customer accounts. Your primary task is resolving customer complaints first time and ensuring these are resolved to their satisfaction before the call ends.

You'll create, update and maintain customer account records speedily and efficiently and respond to written requests/complaints from customers. Advising them on payment alternatives and negotiating suitable arrangements within realistic time scales is crucial.

You'll also call customers, 3rd parties and internal departments and act as a 1st level help desk for other supply companies wanting to make metering appointments.

What we expect you to bring is previous customer service experience, preferably though not essentially, in a call centre and good literacy and numeracy skills. You'll be a confident negotiator with excellent letter writing skills backed up with PC experience in using company databases.

Customer Service Representative - Prepayment

Salary £14,890 plus benefits package
Locations: Blantyre and Warrington

Full time hours available

Being a PrePayment Team Member requires you to take full responsibility for building strong customer relations with ScottishPower subscribers who use a range of prepayment meters. Your effective use of query investigation and the appropriate routing of jobs allows you to aim for first call resolution. However, certain queries will require additional investigation and may involve contacts with various external suppliers prior to reaching a suitable conclusion. Should this occur you will accept full responsibility for updating the customer on developments through regular call backs.

You will ensure regular updates of all activities are detailed on the customer database.

Your effective negotiation skills and achieving agreement of an appropriate repayment plan empowers you to manage our customers’ expectations.

You will have previous customer service experience, either face to face or on the telephone, and demonstrate a strong ability to develop and nurture relationships with customers

Excellent information-seeking skills are required as well as sound communication and interpersonal skills such as empathy and understanding.

Adapting your style and approach to support the varied types of customer queries is crucial to the success of this role.

Experience of using a keyboard and mouse are essential as are good numerical skills.