Customer Service Representative

Customer Service Agent (Connections Services)

Location:

SP HQ, Glasgow

Salary – £27,498

Help us create a better future, quicker

If 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.

• 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 you’ll bring

• 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.

• 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.

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%.

• 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

SP 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 >£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, Scottish Power can offer people real career opportunities that meet personal and professional goals,…