Progress Reporter

Working a shift rota pattern averaging 37 hrs per week, with a combination of shifts between the hours of 07:00 to 23:00 which includes bank holidays and weekends.

The Customer Contact Centre is the first point of contact for any customers who are experiencing a power cut or external electrical issues. We work in all hours, and through all weathers, ensuring our customers are never without power.

What is the role?

As a Progress Reporter, you will be responsible for assisting our customers with their enquiries and complaints. Our Customer Contact Centre is developing into a dynamic one stop shop for customer enquiries and complaints, as well as offering an emergency service to customers experiencing a power cut.

Key responsibilities will include:

- Talking to our customers when they have reported an issue with their electricity supply, providing them with regular updates, offering welfare and support for priority service customers.

- Collating and sending bulk information messages to customers affected by Planned Supply Interruptions & collating and sending bulk confirmation messages to completed Planned Interruption customers.

- Creating, recording and managing all messages on the HVCA (High Volume Call Answering) Storm Platform, providing updates to customers who have listened to the message either through text updates or phone calls.

- Quality checking Broad Measure Data to be sent to external company (Explain) for survey.

- Answering the 30 minute safety calls out of hours, ensuring the form is completed with a high level of accuracy and detail.

Previous experience in a customer focused role, preferably with experience working within a fast paced or contact centre environment.

- The ability to communicate with a variety of customers over the phone, therefore excellent verbal communication skills are essential.

- We are looking for someone who is organised, flexible and self-motivated, with strong time management skills.

- You should be able to demonstrate the ability to work independently and within a team.

- You must have good computer skills and have the ability to multitask and think on your feet including the flexibility to support your colleagues, provide information to other teams and focus on delivery of customer service goals.

SSEN Distribution powers 3.9 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 4,200 highly skilled people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital for the future. We power communities to thrive today and create a net zero tomorrow. Why not join us and help power change, we're looking for great people who love working with others to achieve great results. You'll be empowered to make the right decisions for our customers and have the space to take accountability for the work you do. You'll be working as part of a bigger team, enabling net zero, so team work will be essential. As a part of our business, you become part of something bigger - an established company with a reputation for looking after our people, offering secure and rewarding roles where safety is our number one priority.

We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.