Customer Care Coordinator

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and Scottish Power group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

We're looking for a passionate and customer-focused Customer Care Coordinator to join our team. This is an exciting opportunity to play a pivotal role in delivering a seamless customer journey, acting as the single point of contact for customers throughout their connections project.

You'll build strong relationships with customers, contractors, delivery partners and internal teams, ensuring projects are delivered efficiently, expectations are managed effectively, and customers receive a first-class experience every step of the way.

If you're an excellent communicator who thrives on problem solving, relationship building and delivering outstanding service, we'd love to hear from you.

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

As a Customer Care Coordinator, you'll take ownership of customer projects from acceptance through to completion, ensuring a smooth and positive experience throughout the journey.

Key responsibilities include:

• Acting as the primary point of contact for customers throughout their project lifecycle.
• Building strong relationships with customers, contractors, delivery partners and internal stakeholders.
• Coordinating activities and managing customer expectations to ensure delivery against agreed timelines and desired power-on dates.
• Delivering exceptional customer service across high volumes of telephone and email enquiries.
• Managing and resolving customer concerns and complaints in line with company procedures and regulatory requirements.
• Supporting customers through complex and sometimes challenging situations with professionalism and empathy.
• Conducting site visits and providing face-to-face customer support where required.
• Working collaboratively with design and delivery teams to accommodate changing customer requirements.
• Proactively identifying opportunities to improve processes and enhance the customer journey.
• Ensuring customer records, project information and system data are maintained accurately.
• Supporting Guaranteed Standards of Performance (GSoP) and EGS8 compliance through effective customer management and process adherence.
• Completing post-project close-out calls and supporting customer satisfaction initiatives.

We're keen to hear from individuals who are passionate about delivering outstanding customer experiences and have a proven track record of managing customer relationships in a fast-paced environment.

You’ll ideally have:

• Proven experience in a customer service, customer care, project coordination or customer relationship role.
• Strong problem-solving and complaint resolution skills.
• Outstanding communication skills, both written and verbal
• The ability to build rapport and influence a wide range of stakeholders.
• Experience managing multiple priorities and working effectively under pressure.
• Excellent organisational and time management abilities.
• A high level of attention to detail and commitment to data accuracy.
• Confidence using Microsoft Office applications, particularly Outlook and Excel.
• Experience working with SAP or similar systems would be advantageous.
• A collaborative approach and ability to work effectively as part of a team.
• A continuous improvement mindset and…