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 Multi Utility Meter Fixer

Salary starting from Ł14,890 plus benefits package
Locations: Home Based

Full time hours available 38 hours per week.

The post holder will be expected to carry out electricity and gas meter installation replacements. The meter changes will be performed on single phase and three phase supplies. This work will be carried out accurately by recording all relevant information onto a Data Capture Device and communicating electronically with reporting centre on a daily basis.

You will be expected to achieve performance targets as determined by line supervisor to deliver Business objectives.
Work in a safe manner, observing the Company's 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.

We expect you to have the ability to work unsupervised within a high pressure environment.

Revenue Protection Assistant

Salary starting from Ł14,890 plus benefits package
Locations: North

Full time hours available 38 hours per week.

The successful candidate will be expected to carry out full security inspections of all cases of suspected illegal abstraction of electricity and gas. In cases involving irregularity or interference with meters, you will be expected to take the appropriate action as defined in the Quality Assurance Workplace Reference Manual and the Revenue Protection Code of Practice to remedy the situation. You will also undertake investigations of alleged illegal abstraction of Gas for ScottishPower customers only and report findings according to the specific instructions in individual cases. You will be expected :

To visit premises and conduct meter inspections in accordance with the Quality Assurance Workplace Reference, operating alone and as part of a 2-person team.
To take appropriate action to remedy irregularities and/or to de-energise power supplies as directed.
To re-energise power supplies as instructed.
To execute Rights of Entry Warrants accompanied by a Revenue Protection Technician and with the assistance of a locksmith in order to gain entry to customers' premises
To report on the results of inspections by means of a Data Capture Device and/or in paper format in a clear and intelligible manner.
To take photographs and gather other relevant information in connection with suspected power theft and feed it back to the RPS Manager.
To take possession of all meters and other evidential material removed, to preserve this in the condition as found in a suitable evidence bag and to transport the evidence bag to a secure store for retention
To act as a deponent in connection with Rights of Entry Warrants
To prepare statements and present evidence in cases to be referred for consideration of prosecution
To attend Court as a witness and to give evidence in prosecution cases when required.

What we expect you to bring is an articulate nature, have the ability to communicate effectively with customers and to respond to aggressive or hostile customers in a professional and non-confrontational manner. Have an understanding of relevant Guaranteed Standards (quality, health Safety and Environmental policies.

Debt Advisor

Salary starting from Ł14,890 plus benefits package
Locations: North

Full time hours available 38 hours per week.

The successful candidates will be expected to collect payment for outstanding electricity and / or gas accounts and advise domestic and commercial customers on various payment offer schemes as well as installing prepayment meters to recover outstanding debt. You will be expected to:

Achieve robust performance targets as determined by line supervisor to deliver Business Objectives.
Work in a safe manner, observing the Company’s 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 deliver 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.
Review operational procedures and business processes making recommendations for improvements

We expect you to have the ability to handle sensitive information with discretion. Be Confident to help resolve complex customer complaints and a thorough understanding of current Debt Advisory activities.

Customer Service Representatives

Salary Ł14,890 plus benefits package
Locations: Cathcart, East Kilbride, Warrington and Caernarfo

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 Ł14,890 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.

Direct Sales Agents

Salary OTE Ł36,000 (uncapped) plus benefits package.
Locations: Field based. however, reporting centres are Newarthill and Liverpool

Full time hours available

Direct Sales is one of the most rapidly expanding areas of ScottishPower and, for the motivated individual, can be one of the most financially rewarding. Sales can be incredibly challenging but rewarding in many ways.

Our Energy Sales Advisors visit potential customers at home to discuss and sell ScottishPower’s range of products. Our advisers are given addresses to visit, to talk to the customer about their current supplier. It is an all-weather job and flexible in a positive way.

Our advisers must have their own transport to cover their geographical areas and also to make occasional visits to their reporting centres.

We would like you to have previous sales experience however this is not essential, as we will provide you with a full training programme. You’re on target earnings are in excess of Ł30,000 per year.

All Energy Sales Advisers must comply with a number of pre-employment suitability screening conditions including a criminal records check through Disclosure Scotland.