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For Companies At a Glance
- Tasks: Help customers with gas and electric queries from the comfort of your home.
- Company: Join Scottish Power, a leader in energy services with a supportive team culture.
- Benefits: Enjoy a competitive salary, flexible hours, and work-from-home perks.
- Why this job: Make a real difference by supporting customers and solving their energy issues.
- Qualifications: Experience in customer service is essential; training provided for specific energy knowledge.
- Other info: Great opportunity for career growth in a dynamic, remote working environment.
The predicted salary is between 18960 - 19390 £ per year.
Full Time – Working From Home – 40 hours per week
Start date: 12/01/2022
Permanent
£18960 rising to £19390 after three months
Shifts between Monday to Saturday 8AM-8PM, flexibility is required
Overview
We are seeking experienced customer service advisors for our prepayments team to work from home. You’ll be taking calls from customers who have Gas and Electric prepayment meters and helping them with a range of queries.
You will ideally have worked in any of the areas below:
- Customer Service (Call Centre)
- Energy
- Financial Services
- Utilities Gas/Electric
- BPO (Business Process Outsourcing)
You will train and work from the comfort of your own home!
We will provide the computer and kit to get you started, you will also need to check that you have the below to be able to work from home:
- High speed internet. Don’t worry if you’re not sure how to check this, we can talk you through it as part of your application process. If you’re curious, your speed needs to be download speed 3.0 MB; upload speed 1.0 MB or above.
- You’ll also need to be able to connect to WIFI to access our systems.
- A smartphone on a UK network (you don’t need to use your own mins/text/data)
Day to day duties
- Billing queries (Taking meter reads, explaining bills to customers)
- Supporting customers who cannot afford to top up on their prepayment meter, discussing credit advances and agreeing debt recovery rates
- Taking ownership of customers who are off supply for gas and electric and working with support staff to arrange for emergency engineer attendance
- Successfully addressing customer energy consumption concerns, explaining consumption and energy efficiency measures that can help customers lower their bills
- Resolving complaints at first contact where possible, relating to billing errors, failed metering appointments etc
- Discussing customer vulnerability, priority service register and providing appropriate solutions/sign posting
- Gaining customer agreement for Smart meter installation and working to targets associated with this
- Identifying interest for added value aspects e.g. converting single fuel customers for dual fuel and promoting additional services such as boiler cover
Experience
- You need to have experience of Customer Service within a Call Centre
- It would be advantageous if you have experience of working with pre-payment meter customers but we will also provide training
- SMART meter experience would be desirable (but not expected, you will get full training)
- Confident using multiple IT alongside a telephony system in an energy environment to service customer needs and analyse account and billing information e.g. systems such as Junifer, Kraken, SAP, Ecoes, Xoserve and Outlook
You are:
- A confident verbal communicator and can adapt your communication approach to meet different customer needs
- Resilient, pragmatic and enjoy an environment of high expectation, high reward and being challenged!
- Motivated either by achieving targets/bonus or by delivering great experiences and being rewarded via recognition/feedback
- Someone who thrives in a WFH environment, confident to reach out when needed for support and build relationships with team mates remotely
- Someone who flourishes taking ownership and has a passion for decision making and problem solving
#J-18808-Ljbffr
Scottish Power - Customer Advisor employer: We Are Workforce Ltd
Contact Detail:
We Are Workforce Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scottish Power - Customer Advisor
✨Tip Number 1
Get to know the company! Research Scottish Power and their values. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over the phone, it’s crucial to sound confident and clear. Try role-playing with a friend or family member to get comfortable with common customer queries.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles that demonstrate your problem-solving skills and ability to handle difficult situations. This will make you stand out during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re here to support you throughout the process, so reach out if you have any questions!
We think you need these skills to ace Scottish Power - Customer Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Advisor role. Highlight your customer service experience, especially in call centres or energy sectors. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers and how your previous experiences make you a great fit for our team. Keep it friendly and professional!
Show Off Your Tech Skills: Since this is a work-from-home position, let us know about your tech skills! Mention any experience with telephony systems or software like SAP. We want to ensure you’re comfortable using technology to assist our customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and get you started on your journey with StudySmarter. We can’t wait to hear from you!
How to prepare for a job interview at We Are Workforce Ltd
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of customer service, especially in the energy sector. Familiarise yourself with common queries related to prepayment meters and billing issues. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Advisor, communication is key. During the interview, practice clear and concise responses. Use examples from your past experiences to demonstrate how you've effectively communicated with customers, especially in challenging situations. This will highlight your ability to adapt your communication style to meet different customer needs.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've taken ownership of a customer's issue and resolved it successfully. Think about times when you had to think on your feet or come up with creative solutions. This will showcase your resilience and problem-solving skills, which are crucial for this role.
✨Get Comfortable with Tech
Since you'll be working from home, it's important to be tech-savvy. Familiarise yourself with common IT systems used in customer service, like CRM software. If you have experience with any relevant tools, mention them during the interview. This will reassure the interviewer that you can handle the technical aspects of the job with ease.