Team Member

Customer Service Representative (Debt Recovery)

ScottishPower HQ

Starting salary £24,800 per annum

Permanent

Working Pattern: Monday – Friday, 8.00 –16.45 (hybrid after successful completion of initial training period)

Help us create a better future, quicker.

At SP Energy Networks we work hard to operate and maintain a reliable network for our customers, communities, and stakeholders. Working in Debt Recovery, we are responsible for the day-to-day debt recovery activities of the business in relation to a variety of services. We play a vital role within SP Energy Networks, engaging with our customers and stakeholders, to ensure that invoices are paid within a reasonable timeframe, progressing works to be completed and recovering money owed for damages and services provided by the business.

What you will be doing

• Prioritise own workload to achieve process objectives as prescribed by Team Manager covering the above activities across Energy Networks.
• Responsibility for agreed areas of debt recovery, credit control, third party damage and insurance activities including negotiation within business / customers where appropriate.
• Responsibility for carrying out debt recovery activities for third party damage in line with Scottish Power policies and procedure for Energy Networks / activities as directed by Team Manager.
• Responsibility for carrying out debt recovery activities for Energy Network debts in line with Scottish Power policies and procedure for specific businesses / activities as directed by Team Manager.
• Take ownership / responsibility for customer contacts / problems / complaints as they apply to the transaction processes within your responsibility.
• Monitor and maintain KPI measures and reports.
• Produce Management Reports, Statistical Returns, and other information as required.
• As required, analyse reports to respond to management /suppliers / customers queries and recommend and implement solutions.
• Develop and maintain good relationships across the wider Customer Service team.
• Ensure compliance with agreed operational controls and understand financial systems utilised in the processes within your responsibility.
• Ensure that all adequate controls are complied with.
• Continuously seeking improvements in all activities of the section.
• Manage customer / supplier / business conflicts where necessary ensuring compliance with contractual, legislative, and financial requirements.
• Use own judgement to solve issues within your area of responsibility and know when escalation is appropriate.
• As a back-office team, we provide support to our emergency contact centre as an overflow function. Training will be provided.

What you will bring

• Experience in Debt Recovery.
• Detailed understanding of relevant IT applications / systems such as MS Office and SAP.
• Excellent communication skills – verbal and written.
• Awareness of company and business goals and objectives.
• Effective influencing, organisational, analytical and prioritisation skills.
• Ability to manage supplier / customer expectations and to “challenge” in a confident and professional manner.
• Understanding of control requirements of accounts receivable, claims and intercompany processes.
• Flexible approach to business change.
• Ability to work effectively within a team environment, also as an individual as required.
• Ability to devise solutions to problems / challenges involving internal customers and external suppliers.
• Understanding of company Health and Safety policies and procedures.
• Knowledge of key financial, commercial, and associated policies and procedures.

Minimum Criteria

• Experience working in a customer service environment.
• Experience of debt recovery activities.
• Basic IT skills are essential though experience of SAP would be beneficial.

What is 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 will double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it is 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 is 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 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 is a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we are taking it very seriously. We are 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, you will 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 careers@scottishpower.com.

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

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