Customer Service Agent (Connections Services)
Location: SP HQ, Glasgow
Salary – £27,498
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.
What you’ll be doing
- 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
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.
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%.
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 (4× salary)
- Access to Savesmart financial wellbeing support
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
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.
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