ScottishPower has launched a drive to recruit 100 people to work at its new Customer Relationship Management Centre in Falkirk. The centre is the company's first telephone sales centre, selling electricity and gas to consumers and small businesses across the UK.

ScottishPower will also use the centre to pilot new initiatives such as e-business, as the company seeks to maximise fully its relationship with its five million plus customers throughout the UK.

The centre began operating in May, with an initial workforce of 70 and represents an investment of £1.7 million by ScottishPower, with additional support from Forth Valley Enterprise of £170,000. Based at ScottishPower's existing offices on Glasgow Road, Falkirk, the centre is in a completely refurbished building and has the latest telephony and computer technology.

Charles Berry, Executive Director, Customer Sales & Services, said: "We are delighted with the success of this unique energy sales centre, which is a new and exciting addition to our business. We are particularly happy to be able to recruit another 100 people so soon after its opening and ScottishPower will continue to invest and expand this key element of our marketing activities".

Current staff are predominately from the Falkirk area and the recruitment drive continues to be focused locally. Many of the positions are part time, offering flexible working hours in a fast moving sales and marketing environment. Successful recruits receive two weeks intensive classroom-based training followed by one week of closely supervised call handling before joining the sales force. Staff are currently selling gas and electricity for three ScottishPower energy brands ScottishPower, Manweb, the company's English subsidiary and "Union Energy", which is a joint initiative with the TUC.

Lorna Jack, Deputy Chief Executive of Forth Valley Enterprise said while visiting the facility: "It is excellent news that ScottishPower have recognised Falkirk as a key area for investment with the expansion of the energy sales centre creating 100 additional jobs. Forth Valley Enterprise and ScottishPower enjoy an excellent working relationship and we have supported the company in the refurbishment of this facility and in the task of training local people for these high quality jobs."

FALKIRK CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CENTRE

Case Study - Suzanne Eden

Suzanne Eden has good reason to feel pleased with her decision to join ScottishPower's new state of the art Customer Relationship Management Centre in Falkirk. After only three months in the job, the 31 year old from Cumbernauld has already taken on additional responsibilities.

The centre, which deals with a range of ScottishPower energy brands, opened its doors for business in May and Suzanne was one of seventy personnel to take up positions in the new enterprise. All employees go through an initial intensive three week training period and it was during this time that the centre's manager identified the new recruit as having leadership potential.

Returning from a seven year career break, the mother of two joined as an online sales consultant only to find herself taking on team leading responsibilities within two months.

"I do have a background in sales and when I joined the company I was told that there could be a number of career opportunities, but I didn't expect things to move quite so quickly," says Suzanne. "ScottishPower is such a well respected name that when I saw the advertisement I jumped at the opportunity. There is a real buzz about the office and I have no doubt that the relaxed and friendly atmosphere has contributed to the success of the business since it opened in May."

Indeed the operation has been so successful that ScottishPower is currently looking for a further 100 personnel to join the team in Falkirk.

Suzanne is now responsible for guiding new recruits through the practical part of the initial three week training course. "The first two weeks of training involves the theoretical side of the business," explains Suzanne. "Although this is very important, we recognise that there is a huge difference between the classroom and the shop floor and my job is to help our new online sales consultants ease into the working environment by guiding them through a week on the phones."

Although the centre currently concentrates on introducing ScottishPower's gas and electricity offer to consumers and small businesses, in time, the Falkirk operation will deal with the company's full range of products including, gas breakdown, green energy and VISA amongst others.
 
"ScottishPower's electricity and gas is well known to many, however, I do not believe the public are aware of the many other products on offer from ScottishPower," continues Suzanne. "It is our job to introduce this range of products to consumers and I am looking forward to helping our new operators as they take on this challenge."