<div><div>Job Description</div></div><div><div><div><div>Customer Service Agent (Connections Services)Location: SP HQ, GlasgowSalary - £27,498Help us create a better future, quickerIf you’re passionate about delivering exceptional customer service and want to play a key role in supporting the UK’s transition to a cleaner, greener energy future, this is your opportunity. As a Customer Service Agent within our Connections Services team, you’ll be at the heart of helping homes, businesses, and communities connect to our network.This is a fast paced, people focused role where no two days are the same. You’ll support customers through their journey — from new electricity connections to alterations and disconnections — ensuring they receive clear communication, timely updates, and a first-class experience.What you’ll be doingYou’ll be a key point of contact for customers and internal teams, responsible for:<ul><li>Handling a high volume of inbound and outbound calls, providing clear, friendly, and professional support.</li><li>Processing applications for new connections, alterations, and disconnections.</li><li>Managing customer queries via phone, email, and CRM systems (Salesforce).</li><li>Providing and following up on customer quotes, payments, and acceptance processes.</li><li>Keeping customers updated throughout their application journey.</li><li>Ensuring all data, systems, and reports are accurately maintained in line with performance targets.</li><li>Working collaboratively with colleagues across the business to support wider operational and regulatory commitments.</li><li>Adapting quickly during exceptional events (such as storms) to support emergency operations.</li><li>Promoting excellent customer service standards and following conversation guidance to ensure consistency and quality.</li></ul>What you’ll bringEssential<ul><li>Strong verbal and written communication skills, with proven telephone experience.</li><li>Previous experience in a customer service role (call centre experience desirable).</li><li>Confident using Microsoft Office, particularly Excel and Word.</li><li>Ability to organise your workload, manage time effectively, and work accurately.</li><li>A proactive, positive attitude and a commitment to being a supportive team player.</li><li>Flexibility to work additional hours during emergency events.</li></ul>Desirable<ul><li>Knowledge of GS/Ofgem/Ombudsman requirements or broader customer service regulations.</li><li>Awareness of SP Energy Networks’ policies, procedures, and working practices.</li><li>Understanding of the electricity Connections process.</li><li>Experience using Salesforce or similar CRM systems.</li></ul>What’s in it for you As well as a competitive 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:<ul><li>36 days annual leave</li><li>Holiday Purchase – perfect your work/life balance with extra annual leave</li><li>Share Schemes</li><li>Payroll Giving and Charity Matched Funding</li><li>Technology Vouchers – save more and spread the cost of your technology purchases</li><li>Electric Vehicle Schemes – to help you transition to green/clean driving</li><li>Cycle to Work scheme and Public Transport Season Ticket Loans</li><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments</li><li>Life Assurance (4x salary)</li><li>Access to Savesmart financial wellbeing support</li><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more</li></ul>Why SP Energy NetworksSP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing &gt;£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to <a href="mailto:careers@scottishpower.com">careers@scottishpower.com</a>.</div></div></div></div>MobilityPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.IMPORTANT Advert will close at 23:59 GMT the day before Job Posting End Date belowApril-28-2026

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, the third-largest renewable energy company in the U.S. with a diverse onshore and offshore renewable energy portfolio. With more than 7,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company&rsquo;s ESG+F framework and the UN Sustainable Development Goals. This has led to recognition by JUST Capital in 2021 and 2022 as one of America&rsquo;s best corporate citizens and second in utilities for our commitment to the environment and the communities we serve. Avangrid has been named one of the World&rsquo;s Most Ethical Companies for four consecutive years by the Ethisphere Institute.

Customer Service Representative

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Iberdrola

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