Contact Centre

We’ve a variety of teams that play different roles in the success of ScottishPower. If you share our passion for customer service, there’s bound to be a team to suit your skills, experience and career ambitions.

Business Collections (Wrexham, Cathcart)

We meet the needs of business customers ranging from small independent outlets to major multi-site organisations with significant consumption requirements. Whether we’re dealing with a shop owner or a local authority, we aim to ensure that all accounts are managed proactively to minimise the risks of customers falling behind with their payments.

Complaints (Cathcart)

Our role is to take ownership of and resolve any escalated customer service complaints when they arise. We work closely with the main operational areas to identify any trends and potential problems so we can proactively resolve any issues as quickly as possible.

Credit Strategy (Blantyre, Wrexham)

Through working closely with teams across the Energy Retail business, we gain a good understanding of the trends and payment behaviours associated with our customer base to minimise credit risks.

Customer Movement (Blantyre & East Kilbride)

We deal with existing customers who move house and want to keep their energy account with ScottishPower. Naturally it’s also a good time to review their account and ensure that they have the most suitable energy product and payment method. Our role is to ensure that moving accounts between addresses is as trouble free as possible whilst identifying opportunities to provide a more tailored product and payment method to meet future needs.

Direct Debit (Warrington)

An increasingly popular method of payment with customers, direct debits enable people to know what will come out of their account on a monthly basis throughout the year. We set up and monitor direct debits and establish average payments, so payments are consistent and don’t rise in winter and drop in summer.

Domestic Credit (Blantyre, Cathcart & Wrexham)

We provide high quality services to customers who receive and pay for energy bills on a quarterly basis. The majority of our customers are prompt payers, but we do assist customers who fall behind with their payments and offer alternative payment methods.

Operational Planning (Blantyre)

Helping all contact centres to optimise their performance, we proactively forecast the anticipated volume of calls and plan resources and training to effectively meet both performance targets and customer needs. We work closely with Business Improvement Teams to continually enhance the customer experience and reduce repeat calls.

Prepayment (Blantyre)

Providing a quality service to customers who opt to pay for their energy as they use it, we’re currently replacing traditional ‘token’ prepayment meters with modern ‘key’ meters. These new metres automatically calibrate in the event of price changes to ensure customers are always paying for their energy at the correct rate. We work closely with Agency Services and our Metering Team to arrange appointments to fit, maintain or remove devices when required.

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