Customer - BE - Income Team Manager

Scottish and Southern Electricity Networks; Perth; On-site; GBP 43,000 - 52,000; Full time

Job summary

A leading energy company in the UK is seeking a management professional in Perth to oversee a team of income analysts. The role involves ensuring operational efficiency and providing high-quality customer service. Responsibilities include performance management, resource allocation, and reporting. The ideal candidate will have experience in high-volume processing and strong leadership skills. The job offers competitive salary and a range of flexible benefits to support personal wellbeing and finances.

Benefits

Discounts on private healthcare

Free online GP

24/7 counselling service

Cycle to Work scheme

Qualifications

• Ability to work in a virtual and matrix structure.
• Experience managing high-volume transaction processing.
• Strong understanding of risks in operational processes.

Responsibilities

• Manage daily team performance and customer interactions.
• Support team in resolving complex queries.
• Conduct regular performance review meetings.

Skills

People management

Customer service

Operational performance tracking

Communication skills

Numeracy skills

Job description

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Base Location:Perth

Salary:£43,704 - £51,484 + a range of benefits to support your finances,wellbeingand family.

Working Pattern:Fixed Term Contract | Full Time| Flexible First options available

The role

The role has direct people management responsibilities for c. 8-10 direct reports. The role holder will work closely with the senior income analysts and management team to ensure effective operationaldelivery,andalsocollaborateon improvement initiatives.

The role holds operational responsibility for the successful execution of assigned Income processes and controls, including cash allocation, suspense account open item management, refund processing, Direct Debit processing,bankingand related reporting.

There will be escalation and approval responsibilities.

Performance management will be akeyresponsibility, both proactive (121's, objective setting and targets, performance reviews), reactive (in the moment coaching and feedback) and compliance-related (quality assurance) and HR related (incl. absence monitoring) so that we support our team to develop to its full potential.

You will

• Support the team to provide high quality customer service, nurturing a strong culture of Operational Excellence and Continuous Improvement
• Monitor and drive daily operational team performance, tracking outcomes and customer interactions withappropriate metricsand targets (internal and external)
• Motivate the team, providing guidance to support the team to effectively manage routine and more complex customer queries and problems; taking good decisions that will serve the customer well.
• Develop and deliver the necessary regular and ad-hoc reporting.
• Support robust resource management and work allocation within the team, ensuring the team is adequately resourced and has the right skills.
• Hold daily and weekly team meetings,121's and performance review meetings.

You have

• Ability to workin a virtual and matrix structure (the Incometeamcomprisesfive process pillars with staff based acrossthreelocations)
• Experience of high-volume transaction processing teams
• Understands risk and can lead on developing risk-based solutions
• Able to understand key process drivers and challenges and communicate them in simple terms, at all levels of the organisation
• Excellent written and verbal communication skills; strong numeracyskills
• Commitment to lead by example to develop an increasingly positive working culture, that embraces Diversity and Inclusion.

About SSE

SSE has a bold ambition - to be a leading energy company in a net zero world.We'rebuilding the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] to discuss how we can support you.

We'rededicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online.We'llbe in touch after the closing date to let you know ifwe'llbe taking your application further. Ifyou'reoffered a role with SSE,you'llneed to complete a criminality check and a credit check before you start work.