Customer Service Representative

Customer Service Agent (Connections Services)

Location: SP HQ Glasgow

Salary - 27498

Closing Date 17/02/2026

Help us create a better future quicker

If youre passionate about delivering exceptional customer service and want to play a key role in supporting the UKs transition to a cleaner greener energy future this is your opportunity. As a Customer Service Agent within our Connections Services team youll 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. Youll 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 youll be doing

Youll be a key point of contact for customers and internal teams responsible for:

• Handling a high volume of inbound and outbound calls providing clear friendly and professional support.

• Processing applications for new connections alterations and disconnections.

• Managing customer queries via phone email and CRM systems (Salesforce).

• Providing and following up on customer quotes payments and acceptance processes.

• Keeping customers updated throughout their application journey.

• Ensuring all data systems and reports are accurately maintained in line with performance targets.

• Working collaboratively with colleagues across the business to support wider operational and regulatory commitments.

• Adapting quickly during exceptional events (such as storms) to support emergency operations.

• Promoting excellent customer service standards and following conversation guidance to ensure consistency and quality.

What youll bring

Essential

• Strong verbal and written communication skills with proven telephone experience.

• Previous experience in a customer service role (call centre experience desirable).

• Confident using Microsoft Office particularly Excel and Word.

• Ability to organise your workload manage time effectively and work accurately.

• A proactive positive attitude and a commitment to being a supportive team player.

• Flexibility to work additional hours during emergency events.

Desirable

• Knowledge of GS/Ofgem/Ombudsman requirements or broader customer service regulations.

• Awareness of SP Energy Networks policies procedures and working practices.

• Understanding of the electricity Connections process.

• Experience using Salesforce or similar CRM systems.

Whats 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 well double match your contribution up to a company contribution of 10%.

At ScottishPower we believe its the little things we do in life that make a big difference. From helping you look after your familys 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. Thats why our benefits include:

• 36 days annual leave

• Holiday Purchase perfect your work/life balance with extra annual leave

• Share Schemes

• Payroll Giving and Charity Matched Funding

• Technology Vouchers save more and spread the cost of your technology purchases

• Electric Vehicle Schemes to help you transition to green/clean driving

• Cycle to Work scheme and Public Transport Season Ticket Loans

• Healthcare benefit options including: Dental Insurance Private Medical Insurance Health Cash Plan and annual Health Assessments

• Life Assurance (4x salary)

• Access to Savesmart financial wellbeing support

• Plus shopping leisure restaurant and gym discounts and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group one of the worlds 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. Its a role that puts us right at the heart of Scotlands ambition to be Net Zero by 2044. And were taking it very seriously. Were investing >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 youll 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 .

Mobility

Please 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 below