Team Member (Clerical) at Iberdrola in Birkenhead

Job description

Job Title - Clerical Team Member (Customer Resolution) Location - Prenton, 3 Prenton Way, Merseyside, CH43 3ET Salary: Starting salary £30,150 per annum Closing date - 4th November 2026 Help us create a better future, quicker Join SP Energy Networks as a Team Member Customer Resolution, where you'll play a vital role in delivering exceptional service to customers across our network. This position sits at the heart of our Customer Service operation, where you'll manage General Enquiries from start to finish, ensuring every customer receives outstanding care. You'll work closely with District teams and contract partners to deliver seamless service, taking ownership of the customer journey and ensuring complete satisfaction with every interaction. This role directly influences our Broader Measure of Customer Service Scores, helping us maintain our position as a sector-leading Distribution Network Operator in the UK. What you'll be doing You'll manage the complete customer journey for General Enquiries, from the initial contact through to successful resolution. Your accountabilities include coordinating with relevant teams to ensure work is completed efficiently and conducting close-down calls to identify and address any areas of dissatisfaction before finalizing each enquiry. You'll take incoming calls for general enquiries, providing clear information and guidance to customers while maintaining a professional and helpful telephone manner. During severe weather events and busy periods, you'll step into a storm role to handle increased call volumes. Performance monitoring and reporting will be part of your daily activities, helping the team gain awareness of current performance levels and identify opportunities for improvement. You'll contribute to the improvement plan by spotting areas where service can be enhanced and working with your team to implement positive changes. Throughout all activities, you'll use the CRM system to organize your workload effectively, balancing reactive incidents with value-added tasks while maintaining flexibility to shift priorities as needed. What you'll bring You'll be a team player with a positive, flexible approach to work, ready to partner with colleagues across different teams and departments. Your excellent telephone manner and customer-focused mindset will help you build rapport quickly and resolve enquiries effectively. Computer literacy is required, as you'll be working with CRM systems and various digital tools daily. You'll need the capability to organize your own workload, managing multiple priorities while reacting promptly to issues and taking appropriate action. A willingness to learn and continuously improve is central to this role. You'll demonstrate the ability to identify service improvements and act on them quickly, contributing to our goal of delivering exceptional customer experiences. Knowledge of Customer Satisfaction measurement frameworks, particularly the Broader Measure, would be beneficial. You'll be ready to take on additional accountabilities when needed, including overflow calls and storm duties during significant weather events. Your proactive attitude and readiness to do what's necessary will help you thrive in this varied role, where every day brings new opportunities to make a positive difference to our customers. What's in it for you As well as an attractive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%. At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action -- our benefits are designed to help you do just that - so that you have everything you need to take care of your world -- today and tomorrow. That's why our benefits include: 36 days annual leave Holiday Purchase - perfect