Scheduler

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We're one of six distribution network operators in the UK and are regulated by Ofgem.

We're proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry's most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we're collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: SCHEDULER

As a Scheduler you will be our customer's first point of contact whether it's by phone, email or letter. You will manage your own customer accounts, deal with any customer enquiries and make sure our customers have all the information needed to make their appointment go smoothly.

Working as part of a busy, engaged team, you will work and think \”logistics\” when scheduling customer appointments, making the best use of our engineer's time to ultimately ensure customer satisfaction and overall productivity.

• To drive excellent customer service for our internal and external customers.
• Maintain your own productivity and efficiency across all scheduling activities.
• Ensure you dispatch all incoming Category A work within the stated 3-hour SLA, prioritising customer safety.
• Be a champion for vulnerable customers, ensuring you identify and arrange for any specific needs of the customer regarding their appointment.
• Hit daily number of contact attempts and appointments to maximise productivity, utilising a range of communication methods including telephone, email and letters
• Proactively work to avoid customer complaints, ensuring you escalate customer requirements or issues quickly.
• Keep in regular communication with field engineers to ensure all available calendar slots are fully utilised, factoring geography and authorisation

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

Working Hours:

Our standard working pattern is structured to provide a balanced schedule across the week:

• Two days per week: 8:00 AM 4:30 PM
• Two days per week: 9:30 AM 6:00 PM
• Fridays: Always 8:00 AM 4:30 PM

Additionally:

• One in every four Saturdays: 8:00 AM 12:00 PM (This Saturday shift is paid at time and a half)

What we're looking for

We welcome applications from individuals with diverse backgrounds and experiences who meet the following criteria:

• Proven experience working in a customer service environment;
• Proficiency in the use of MS Office;
• Excellent written and verbal communication skills;
• Ability to work using your own initiative.

What we're offering

We value your expertise. In return, you'll receive:

• An annual bonus scheme
• 25 days annual leave increasing with length of service
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function.

Our Commitment to Inclusion

We're proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.

If you need any adjustments or support during the application process, please contact our Recruitment Team at or call option 2).

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by SP Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, a Medical Appointment, Disclosure and Barring Service (DBS), and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable