Customer Liaison Manager

Jersey Electricity Plc; Glasgow; Hybrid; GBP 69,000 - 87,000; Full time

Job summary

A leading energy company is seeking a Customer Liaison Manager to enhance customer engagement and satisfaction levels. The role involves leading customer interactions, managing disputes, and driving strategic initiatives to promote a strong customer service ethos. Ideal candidates will have a degree in a related field and a proven track record in customer engagement within a regulated industry.

Benefits

Up to 20% annual bonus

Family Health Cover

Car Allowance

36 days annual leave

Share Incentive Plan

Cycle to Work scheme

Electric Vehicle Schemes

Qualifications

• Demonstrable experience in customer engagement, ideally within a related field.
• Experience in team management.
• Previous experience within a regulated industry.

Responsibilities

• Manage both digital and face-to-face engagement with customers.
• Drive improvements in customer satisfaction.
• Resolve customer disputes and manage escalations.

Skills

Customer engagement

Stakeholder communication

Problem solving

Commercial awareness

Strategic thinking

Education

Degree in communications, marketing, business, or related discipline

Job description

Customer Liaison Manager

Glasgow / Prenton

Salary from £69,200 to £86,500

Plus, up to 20% annual bonus, Family Health Cover and Car Allowance

Permanent/Hybrid

Closing Date: 11/07/2025

Help us create a better future, quicker!

At SP Energy Networks our focus is on harnessing technology and innovation to create the networks of the future. Our team is building a dynamic network to meet the changing demands for electricity and increasingly, renewable electricity - safely, securely and sustainably in the communities we serve.

At SP Energy Networks, we know people are central to building a better future, quicker and we are seeking new talent to join our team.

What you'll be doing

As Customer Liaison Manager, you will work closely with Strategic Connections, Distribution Policy, and District teams to align customer engagement with SPEN's commercial objectives and regulatory obligations. You will lead the development and continuous improvement of internal processes to ensure effective, consistent, and high-quality customer interactions, playing a pivotal role in delivering a first-class service experience across the organisation.

• Lead Customer Engagement: Manage both digital and face-to-face engagement with existing and prospective customers, ensuring a consistent and high-quality experience.

• Dispute Resolution: Act as a lead contact for resolving customer disputes and managing escalations.

• Customer Satisfaction: Drive improvements in customer satisfaction, aligned with incentive mechanisms under the Ofgem Distribution Licence.

• Event Delivery: Organise and deliver the Distribution Connections Summit, providing updates, insights, and a forum for customer feedback.

• Policy Communication: Establish new engagement channels to address policy changes and recurring customer queries.

• Cross-Sector Collaboration: Work closely with NESO, Transmission Operators (TOs), and Distribution Network Operators (DNOs) to promote a unified approach to customer service.

• Digital Tools Development: Create and implement online resources to support customers in submitting applications with greater confidence and understanding.

• Customer Service Excellence: Build a high-performing customer service function and act as a key escalation point for complex issues.

What You'll Bring

• A degree in communications, marketing, business, or a related discipline

• Experience in team management.

• Previous experience within a regulated industry.

Minimum Criteria

• Demonstrable experience in customer engagement, ideally within a related field.

• Strong stakeholder communication and engagement skills.

• Commercial awareness and strategic thinking.

• Advanced problem-solving capabilities and a commitment to service excellence.

• Proven track record in project delivery or management, preferably in a relevant area.

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%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave

• Holiday purchase - perfect your work/life balance with extra annual leave

• Share Incentive Plan and Sharesave Scheme

• Payroll giving and charity matched funding

• Technology Vouchers - save more and spread the cost of your technology purposes

• Count us in - pledge to reduce carbon emissions and help fight climate change

• Electric Vehicle Schemes - to help you transition to green/clean driving

• Cycle to Work scheme and public transport season ticket loans

• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments

• Life Assurance (4x salary)

• Access to Savesmart financial wellbeing support

• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2044. And we're taking it very seriously. We're investing £5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

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 .